Audio Visual Technician

Job Overview

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