On-Site AV Technician II

On-Site A/V Technician – Level II (Senior Technician)

The On-Site A/V Technician – Level II (Senior Technician) provides advanced technical support for collaboration technologies, meeting spaces, and events at the customer site. This client-facing role delivers high-quality customer service, performs Level 2 troubleshooting within defined boundaries, supports complex A/V issues, manages equipment inventory, and provides end-user training. The Senior Technician works closely with site leadership, vendors, and internal teams to ensure reliable, consistent A/V and collaboration experiences across the environment.

Customer Support & Service

• Deliver professional, customer-focused support to all end users.
• Assist users with collaboration workflows including scheduling, joining meetings, and requesting support.
• Provide end-user training on A/V systems and collaboration platforms (Teams, Webex, Zoom, Pexip, Poly-based systems).
• Maintain strong working relationships with site leadership, partners, vendors, and internal teams.

Technical Support (Level
2)

Level 2 support is defined as advanced troubleshooting and repair that exceeds basic triage but does not include engineering level tasks such as system programming or network design. This includes:

• Troubleshooting and resolving complex A/V and collaboration issues.
• Performing equipment replacement, cable termination, and advanced fault isolation.
• Working with manufacturer support desks and internal engineering teams to resolve escalated issues.
• Supporting integrated A/V systems, control interfaces, audio systems, and videoconferencing equipment.
• Providing technical support for live events, including setup, testing, operation, and teardown.
• Escalating issues that involve:
  • Control system programming (Crestron/Extron/AMX)
  • DSP configuration or tuning
  • Network/VLAN design or configuration
  • Firmware deployment at scale
  • System redesign, commissioning, or engineering-level diagnostics

This boundary ensures Level II technicians handle advanced support while protecting them from being pulled into engineering or integrator-level responsibilities.

Room & Equipment Maintenance

• Perform scheduled room checks and quarterly preventative maintenance.
• Ensure rooms are properly equipped, documented, and stocked with required consumables.
• Maintain collaboration space integrity in accordance with SOPs.

Event Support

• Provide technical support for events, at the direction of the Client Events team, including, but not limited to:
  • Pre-event setup of A/V and collaboration systems
  • Technical management during the event, including live monitoring and adjustments
  • Issue resolution for any A/V or collaboration problems that arise
  • Post-event teardown and restoration of the room to standard configuration

Inventory & Asset Management

• Maintain and manage equipment spares inventory.
• Track room-level and site-level A/V assets.
• Ensure adherence to asset management documentation and processes.

Ticketing & Reporting

• Document all service requests in the client's Incident Management System.
• Update and close tickets promptly upon resolution.
• Provide weekly, monthly, and quarterly reports as required.

Documentation

• Create, update, and maintain all Standard Operating Procedures (SOPs) related to A/V Technician tasks.
• Ensure documentation is accurate, accessible, and aligned with customer and internal standards.
• Train team members on SOPs to ensure consistent execution of processes.

Training & Mentoring

• Provide training, coaching, and mentoring to Level I Technicians to support their technical growth and professional development.
• Assist Level I Technicians in understanding Level 1 vs. Level 2 boundaries and escalation paths.
• Support onboarding of new technicians by providing hands-on guidance and knowledge transfer.

Compliance & Policy Adherence

• Follow all Kinly policies including timekeeping, overtime authorization, and leave procedures.
• Adhere to all BMS site policies and safety requirements.

Experience, Education, and Abilities:

• 4–7 years of experience with A/V equipment and troubleshooting
• 3–5 years of customer-facing experience
• Strong understanding of A/V signal flow and integrated systems
• Experience with IP-connected…