AV Tech with Desktop

We are seeking a skilled EUC & Deskside Support Engineer (Level 2) with strong Audio-Visual (AV) support experience to provide advanced on-site and remote IT support to end users. The role involves troubleshooting end-user computing issues, managing deskside requests, and supporting AV/meeting room technologies to ensure a seamless user experience.

Key Responsibilities

• Provide Level 2 EUC and deskside support for end-user issues

• Troubleshoot and resolve hardware, software, and OS-related issues (Windows/macOS)

• Support laptops, desktops, printers, peripherals, and mobile devices

• Handle escalations from L1 Service Desk teams

• Install, configure, and maintain end-user devices and applications

• Perform OS imaging, upgrades, and patching

• Provide AV support for meeting rooms, including:

  • Video conferencing systems (Teams Rooms, Zoom Rooms, Webex)

  • Projectors, displays, microphones, speakers, and conferencing peripherals

  • Pre-meeting setup and live meeting support when required

• Troubleshoot network connectivity issues (LAN, Wi-Fi, VPN) at the user level

• Manage user accounts and access (Active Directory, O365, Exchange)

• Maintain accurate ticket updates and documentation

• Ensure SLA adherence and high customer satisfaction

• Coordinate with infrastructure, network, and AV vendors as needed

Required Skills & Qualifications

• Min 5 years of experience in EUC / Deskside Support (Level 2)

• Strong hands-on experience with AV systems and conferencing technologies

• Solid knowledge of:

  • Windows 10/11, macOS

  • MS Office / Microsoft 365

  • Active Directory and basic Azure AD

• Experience with ticketing tools (ServiceNow, Remedy, Jira, etc.)

• Good understanding of ITIL processes

• Strong troubleshooting, communication, and customer service skills

• Ability to work independently and in a fast-paced environment

Preferred / Nice to Have

• Experience supporting executive/VIP users

• ITIL certification

• Experience with Intune, SCCM, JAMF

• Exposure to smart meeting room solutions and digital signage