AV Specialist - Role Overview

The AV Specialist provides advanced Level 2 Audio Visual (AV) and Video Conferencing (VC) support, ensuring the reliable operation of meeting rooms, collaboration spaces, and event technologies. Acting as the primary technical escalation point, the role is responsible for troubleshooting hardware and software issues, maintaining AV/VC infrastructure, supporting executive-level users, and contributing to new deployments and live events.

Key Responsibilities

Technical Support & Incident Resolution

• Serve as the primary on-site AV/VC technician, resolving the majority of room technology issues independently.
• Monitor and resolve automated conference room alerts and system notifications.
• Act as the escalation point for all AV/VC issues beyond Tier 1 support.
• Perform break-fix activities within agreed SLA response times.
• Conduct root cause analysis (RCA) on recurring incidents and implement preventative solutions.
• Monitor local and global VC endpoints and associated hardware.
• Troubleshoot network-related conferencing and connectivity issues.

Video Conferencing & Collaboration Technologies

• Provide white-glove support for executive leadership and C-suite users.
• Deliver user-facing support for all video conferencing technologies.
• Maintain and repair conferencing equipment to achieve high service availability.
• Open and manage Cisco TAC cases and vendor warranty/RMA requests.
• Support high-profile meetings and executive-level events.

Event & Production Support

• Provide technical support for in-person, hybrid, and virtual events.
• Assist with Zoom webinars and large-scale conferencing activities.
• Support broadcast events, live productions, streaming services, video switching, and A1 audio operations.
• Deliver AV support for business-critical and customer-facing events.

Installation, Deployment & Asset Management

• Assist with new office builds, room commissioning, equipment testing, and deployment.
• Support AV/VC room design and infrastructure implementation projects.
• Partner with project teams to provision and install conferencing technologies across new locations.
• Monitor inventory, consumables, spare parts, and equipment assets.
• Maintain accurate records of incidents, requests, projects, and system changes.

Team Support & Quality Assurance

• Train and mentor Tier 1 technicians on signal flow, diagnostics, and troubleshooting best practices.
• Provide quality control oversight for AV integrators and installation partners.
• Ensure adherence to client AV installation and operational standards.
• Maintain up-to-date knowledge of emerging AV and collaboration technologies.

Key Technologies

• Cisco Collaboration Technologies
• Crestron Control Systems
• Extron AV Solutions
• Shure Audio Systems
• ClearOne Conferencing Solutions
• Zoom Meetings & Webinars
• Video Conferencing Endpoints
• Audio Visual Signal Flow & Diagnostics
• Streaming & Live Production Technologies

Core Skills & Requirements

• Strong troubleshooting and problem-solving abilities within AV and VC environments.
• Ability to operate independently in fast-paced and high-pressure environments.
• Excellent customer service, stakeholder management, and communication skills.
• Experience supporting executive and VIP users.
• Strong understanding of AV hardware, signal flow, networking, and conferencing technologies.
• Ability to work collaboratively within technical teams while remaining self-sufficient.
• Adaptable, proactive, and committed to continuous learning.
• Comfortable carrying out physical installation, maintenance, and equipment handling tasks.