Desktop Support Engineer San Francisco, CA Onsite Position Summary
The A/V Operations Technician is responsible for delivering reliable, high-quality audio-visual support across conference rooms, client and business facing Zoom accounts. This role serves as a key operational resource for daily A/V service delivery, including incident response, A/V system maintenance, Zoom environment support, and room readiness. The A/V Operations Technician will also be responsible for software packaging/deployment support, primarily for Zoom clients across Windows and macOS, and serve as a liaison between A/V Operations, Engineering, and broader GTS teams.
Key Responsibilities
Conferencing & Room Support
Provide daily operational support for conference rooms, studios, Zoom Rooms, and collaboration technologies.
Troubleshoot and resolve incidents across devices, DSPs, CPU s, cameras, microphones, and displays.
Perform fleet-wide room certification and readiness checks.
Incident Response, Ticketing & Service Management
Manage, triage, and resolve A/V incidents and requests through the corporate ITSM (ServiceNow or Jira).
Maintain strong ticket hygiene: timely updates, root-cause notes, detailed resolution steps, and proper closure.
Monitor SLA performance, escalate when necessary, and help ensure consistent service delivery.
Track patterns and recurring issues to identify opportunities for continuous improvement.
Zoom Client Packaging & Deployment
Package, test, and validate Zoom client deployments for both Windows (MSI/EXE) and macOS (.pkg/.dmg) platforms.
Maintain and update Zoom deployment configurations (auto-update flags, SSO parameters, device management controls).
Collaborate with the End User Engineering (EUE) teams to deliver enterprise-wide deployments via tools such as Intune, Jamf, SCCM, or other MDM/endpoint tools.
Partner with engineering to evaluate new Zoom versions, patches, or features for compatibility before release.
Maintain documentation and release notes for internal tech teams and support staff.
Preventative Maintenance & Lifecycle
Execute scheduled PMs, firmware updates, cleanliness checks, DSP tuning, and conference room inspections.
Support equipment refresh cycles, decommissions, and new installations.
Maintain accurate inventory of A/V equipment and spares.
Operational Excellence & Documentation
Create and maintain SOPs, troubleshooting guides, diagrams, knowledge base articles.
Document system configurations and update asset data after changes.
Provide weekly metrics and insights to the Senior A/V Operations Engineer on incident trends and system health.
Installations, Builds & Provisioning Processes
Assist with small-to-medium system installations, rack work, cabling, labeling, patching, and QA testing.
Support provisioning processes, including test plans, endpoint validation
Cross-Functional Collaboration
Work closely with the Engineering, Networking, Workplace Experience, and Facilities teams to support integrated A/V deployments.
Partner with engineering teams on Zoom client releases, new room designs, firmware validation, and feature rollouts.
Assist integration team with deliveries and vendor support as needed.
Provide structured feedback to engineering about system gaps, recurring issues, or opportunities for automation.
Qualifications
Required
3 5 years of experience in corporate A/V, Zoom support, or a related technical field.
Hands-on expertise with conferencing technologies (Zoom/Teams), DSPs, and control systems.
Experience troubleshooting Windows/macOS AV/Zoom applications.
Practical experience packaging and deploying software using enterprise endpoint tools (Intune, Jamf, SCCM, etc.).
Strong understanding of A/V signal flow, acoustic principles, IP networking fundamentals, and Zoom environments.
Excellent documentation, communication, and customer service skills.
Preferred
Experience with broadcast technologies, encoders, NDI/SRT workflows, or advanced production tools.
Familiarity with automation or scripting (e.g., Zoom admin APIs, PowerShell, Python, or Lua for Q-SYS).
Ability to run powershell commands and run jamf related prompts. |
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