Roles & Responsibilities
- Provide white-glove, on-site Audio/Video support for conference rooms, executive meetings, large events, and webinars.
- Perform on-site installation, configuration, testing, maintenance, and troubleshooting of AV equipment and conference room technologies.
- Support Microsoft Teams Rooms, Zoom conferencing solutions, Windows devices, displays, microphones, speakers, cameras, and other collaboration equipment.
- Conduct pre-meeting and pre-event AV testing and ensure conference rooms are fully operational at least one hour before scheduled meetings or events.
- Provide end-to-end technical support throughout meetings and events, ensuring minimal disruption.
- Perform connectivity management, including device connections, hard resets, soft resets, and coordination with Level 2 support teams.
- Troubleshoot hardware, software, power, network connectivity, and peripheral-related issues.
- Perform basic hardware replacement and maintenance, including replacement of power supplies, hard drives, network cards, and other equipment components.
- Perform physical infrastructure activities such as rack and stack operations, equipment installation, cable management, and asset labeling.
- Install, replace, remove, and test equipment components and peripherals.
- Verify physical connectivity of network cables, fiber optic connections, and communication links.
- Maintain accurate equipment inventories, asset records, serial numbers, and spare parts.
- Perform asset management activities, including tracking, updating, and maintaining equipment records.
- Coordinate with remote Level 2 and infrastructure support teams to resolve technical issues.
- Follow established IT service management processes, procedures, and operational standards.
Required Skills & Qualifications
- Hands-on experience in Audio/Visual (AV) support, conference room technologies, and enterprise collaboration solutions.
- Good understanding of Microsoft Teams and Zoom conferencing platforms.
- Experience supporting conference room AV equipment, including cameras, microphones, speakers, displays, and video conferencing devices.
- Experience providing VIP/Executive support and white-glove customer service.
- Strong experience in end-user computing and deskside IT support.
- Good understanding of Windows operating systems, hardware troubleshooting, and peripheral devices.
- Knowledge of basic networking, physical connectivity, network cables, and fiber optic connections.
- Experience with equipment installation, hardware replacement, rack and stack, and asset management.
- Strong knowledge of ITIL processes and IT service management practices.
- ITIL certification preferred.
- Excellent communication, interpersonal, customer service, and problem-solving skills.
- Ability to work on-site and provide hands-on technical support during meetings and events.
Preferred Qualifications
- Experience supporting Microsoft Teams Rooms and Zoom Rooms.
- Familiarity with enterprise AV systems and integrated conference room solutions.
- Experience supporting large corporate events, webinars, and executive-level meetings.
- Knowledge of AV control systems and room scheduling technologies.
- ITIL Foundation certification or higher.