AV Engineer

Position: AV Engineer 2
The AV Support Engineer 2 is a senior professional responsible for the administration, reliability, and user experience of the enterprise Zoom environment, including Zoom Rooms and integrated AV systems. This role provides day-to-day operational support, drives continuous improvement of conferencing services, and coordinates with vendors and cross-functional teams to ensure highly available, secure, and user-friendly collaboration. The position combines hands-on troubleshooting with proactive monitoring, governance of configurations and licenses, and guidance on integrations with adjacent tools and services.

As a salaried role, it requires ownership of outcomes, clear communication, and the ability to prioritize and resolve issues in a fast-paced environment.

Key Responsibilities

* Administer and support the enterprise Zoom platform, including user management, policy enforcement, and feature configuration.

* Provision and validate Zoom Rooms, ensuring correct hardware profiles, room configurations, and software versions.

* Troubleshoot devices and endpoints (displays, cameras, microphones, controllers) and resolve AV/VC incidents and service requests.

* Monitor Zoom Room health, analyze recurring issues, and escalate platform-level incidents to vendors or internal teams as appropriate.

* Coordinate license assignment and optimization across users, rooms, and services in alignment with governance and cost controls.

* Respond to user support requests, deliver clear guidance and training, and document fixes and knowledge articles.

* Partner with network, endpoint, security, and facilities teams to maintain reliable conferencing experiences and ensure compatibility with enterprise standards.

* Support integrations between Zoom and adjacent tools (e.g., calendaring, identity, device management, room scheduling, digital signage).

* Maintain asset and configuration records, change documentation, and runbooks for repeatable operations.

* Participate in maintenance windows, upgrades, testing, and rollbacks to ensure stable releases and minimal user impact.

* Track KPIs and service health metrics; recommend improvements to performance, usability, and supportability.

Education and Experience

* Bachelor's degree in Information Technology, Engineering, or related field; or equivalent practical experience.

* 3+ years of experience supporting enterprise video conferencing platforms, with a focus on Zoom administration and Zoom Rooms.

* Hands-on experience with AV hardware (displays, codecs, cameras, DSPs, microphones) and room systems.

* Experience coordinating with vendors and cross-functional teams for deployments, escalations, and lifecycle management.

Knowledge, Skills, and Abilities

* Strong proficiency in Zoom administration, including user provisioning, policy management, and Zoom Room configuration.

* Expertise in AV troubleshooting, root-cause analysis, and interpreting logs and dashboards for proactive monitoring.

* Working knowledge of enterprise integrations (calendar systems such as O365/Google, SSO/identity, network fundamentals, device management).

* Familiarity with AV best practices for room design, audio tuning, and peripheral compatibility.

* Ability to manage licenses and asset inventories; detail-oriented with strong documentation skills.

* Excellent customer service and communication skills; adept at translating technical issues for non-technical users.

* Self-directed, able to prioritize and deliver in a dynamic, operational environment with occasional after-hours support.