AV Operations Engineer

• Serve as technical owner for enterprise AV and conference room operations
• Support Microsoft Teams Rooms, Zoom Rooms, room control systems, displays, microphones, speakers, cameras, DSPs, and related collaboration technologies
• Monitor room and platform health using management, telemetry, and reporting tools
• Identify trends, recurring failures, and opportunities to reduce service disruption
• Perform operational reviews, preventative maintenance, firmware/software validation, and readiness checks
• Create and maintain knowledge articles, operational runbooks, support procedures, room standards, and troubleshooting documentation
• Own and coordinate AV-related incidents, including executive escalations and high-impact meeting issues
• Partner with service desk, field support, network, endpoint, Microsoft 365, facilities, real estate, security, and vendor teams
• Drive problem management, trend analysis, corrective action planning, recurring incident reduction, and post-incident follow-up
• Participate in change management by assessing risk, validating implementation plans, supporting production readiness, and ensuring backout procedures
• Provide after-hours or on-call support when needed for critical incidents, executive events, production changes, or major business meetings

• 5+ years of experience supporting enterprise UC, AV, video conferencing, or collaboration technologies
• 3+ years of hands‑on experience with Teams Rooms, Zoom Rooms, conference room hardware, and AV infrastructure
• 3+ years of experience supporting executive rooms, critical meeting spaces, or hybrid collaboration environments
• 2+ years of experience with monitoring, ticketing, incident, problem, or change management processes
• 2+ years of experience partnering with users, executives, vendors, and technical teams to resolve issues
• Strong communication skills and ability to explain technical issues clearly
• Ability to support occasional after‑hours work or on‑call escalation
• Valid work authorization that does not now or in the future require visa sponsorship for employment in the United States
• Preferred: 7+ years of enterprise UC, AV operations, collaboration engineering, or conference room technology support
• Preferred: 5+ years with Teams Rooms, Zoom Rooms, Webex, Cisco, Poly, Crestron, Logitech, Shure, Biamp, Q‑SYS, or similar platforms
• Preferred:
  Experience supporting executive rooms, town halls, hybrid events, live cameras, presentation systems, microphones, and event workflows
• Preferred:
  Experience partnering with AV integrators, vendors, facilities, real estate, security, architecture, and business stakeholders
• Preferred:
  Experience analyzing incidents, identifying reliability trends, and driving measurable service improvements
• Preferred:
  Experience with hardware standards, lifecycle planning, operational readiness, vendor performance, or service roadmaps
• Working knowledge of ITIL practices is preferred
• Power Shell, automation, reporting, or dashboard experience is a plus
• Relevant ITIL Foundation, CTS, CTS‑I, CTS‑D, Teams Rooms, Zoom Rooms, or manufacturer‑specific AV certifications are a plus

Demonstrates expertise in managing enterprise AV and collaboration technologies, including Microsoft Teams Rooms and Zoom Rooms, while ensuring operational readiness and effective incident management. Proven ability to analyze trends and implement service improvements in high‑impact meeting environments.

• Enterprise AV Operations
• Microsoft Teams Rooms Support
• Zoom Rooms Support
• Incident Management
• ITIL Practices

• AV Infrastructure Support
• Video Conferencing Technologies
• Monitoring and Reporting Tools
• Preventative Maintenance
• Firmware/Software Validation
• Troubleshooting Documentation
• Change Management
• Operational Readiness
• Trend Analysis
• Service Improvement

• Strong Communication Skills
• Problem‑Solving
• Collaboration

• ITIL Foundation
• CTS
• CTS‑I
• CTS‑D
• Teams Rooms Certification
• Zoom Rooms Certification

• Enterprise UC
• Collaboration Engineering
• Hybrid Collaboration Environments
• Executive Rooms
• AV Integrators

• DSPs
• Room Control Systems
• Microsoft 365
• Ticketing Systems
• Collaboration Technologies