Description Overview
We are seeking a Technical Support Analyst II - Audio-Visual to provide hands-on, end-user focused support for enterprise audio-visual (AV) systems. This role is highly customer-facing and emphasizes proactive problem resolution, system health monitoring, and end-user enablement.
The ideal candidate has experience supporting AV environments, enjoys troubleshooting hardware and software issues, and is eager to learn and grow within a fast-paced, cross-functional environment. This role also requires physical activity, including lifting and maneuvering equipment during installations and troubleshooting.
Key Responsibilities
- Provide day-to-day support, maintenance, troubleshooting, and evaluation of conference room AV hardware and software
- Assist end users with meeting scheduling, setup, and real-time technical issues
- Support Microsoft Teams Rooms and enterprise conferencing environments
- Partner with senior AV staff to monitor and maintain the health of AV platforms and digital signage systems
- Perform daily site walkthroughs to proactively identify and resolve system issues
- Run system health reports and analyze trends to prevent future outages
- Provide end-user training to reduce recurring issues and improve adoption
- Support meetings and events, including camera tracking and room configuration
- Research and learn new AV technologies and production systems
- Deliver both onsite and remote field support as needed
Requirements Required Qualifications
- Minimum of 1 year of relevant experience in:
- Audio-visual support, OR
- Microsoft 365 environments, OR
- Network or technical support roles
- Minimum of 1 year of end-user technical support experience
- Experience working with AV equipment such as:
- Microsoft Teams Rooms
- Crestron
- Polycom
- Logitech
- (Direct experience with all systems is not required)
- Strong troubleshooting, multitasking, and problem-solving skills
- Ability to analyze data and support reporting activities
- Excellent customer service and communication skills
- Self-motivated, detail-oriented, and proactive mindset
- Ability to adapt in a fast-paced, cross-functional environment
Physical Requirements
- Ability to lift up to 50 lbs
- Ability to bend, climb ladders, and maneuver under tables
- Comfortable performing physical setup and troubleshooting of AV equipment
Preferred Qualifications
- Experience supporting digital signage platforms
- Familiarity with device management tools and enterprise AV monitoring
- Experience working in corporate conference room or event support environments
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