On-Site Support Engineer

Onsite AV Support Engineer

About the Role

We are seeking a dedicated Onsite AV Support Engineerto provide exceptional audiovisual support within a corporate environment. Based onsite at the client's premises, you will be responsible for ensuring meeting spaces and collaboration technologies operate seamlessly, delivering white-glove support for meetings and events, and maintaining the overall health of AV systems.

This role is ideal for a customer-focused AV professional who enjoys working directly with end users, troubleshooting technical issues, and ensuring a premium meeting experience.

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Key Responsibilities

White-Glove Meeting & Event Support

• Provide onsite support for meetings, events, and collaboration sessions.
• Deliver professional white-glove support for executive and high-priority meetings.
• Conduct pre-event testing to ensure all AV systems and conferencing technologies are fully operational.
• Support Microsoft Teams, Zoom, Webex, and other collaboration platforms.

AV Operations & Technical Support

• Respond to and resolve AV-related incidents and service requests.
• Troubleshoot hardware, software, and connectivity issues affecting meeting room technology.
• Escalate and coordinate complex technical issues with remote support teams and vendors when required.
• Manage and update support tickets through ServiceNow or designated ticketing platforms.
• Maintain high levels of customer service and user satisfaction.

Preventive Maintenance

• Perform scheduled room inspections and preventative maintenance checks.

• Verify the functionality of AV equipment, including:

  • Microphones
  • Cameras
  • Display screens and projectors
  • Audio systems
  • Video conferencing systems
  • Control panels
  • Presentation devices and connectivity interfaces

• Identify and resolve potential issues before they impact users.

Asset & Equipment Management

• Maintain accurate records of installed AV equipment and asset inventory.
• Coordinate repair and replacement activities with manufacturers and authorized service partners.
• Manage warranty claims and RMA processes for faulty equipment.
• Assist with equipment lifecycle tracking and reporting.

Reporting & Documentation

• Maintain service records and support documentation.
• Track recurring issues and provide recommendations for improvement.
• Support the preparation of service performance and operational reports.

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Requirements

Essential

• Diploma or Degree in Information Technology, Engineering, Audio Visual Technology, or related discipline.
• 3+ years of experience supporting corporate AV or collaboration environments.
• Hands-on experience with Microsoft Teams Rooms, Zoom Rooms, and Webex.
• Strong troubleshooting skills across AV, conferencing, and end-user technologies.
• Experience using ticketing systems such as ServiceNow.
• Excellent customer service and communication skills.
• Ability to work independently in an onsite support role.

Preferred

• CTS or CTS-I certification.
• Experience with Crestron, Q-SYS, Extron, Poly, Logitech, Yealink, or Cisco collaboration solutions.
• Basic networking knowledge, including IP addressing, switching, and connectivity troubleshooting.
• Experience supporting executive-level stakeholders and high-profile events.

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What We're Looking For

The ideal candidate is:

• Customer-focused and service-oriented
• Proactive in identifying and preventing technical issues
• Comfortable working in a fast-paced corporate environment
• Professional when supporting senior executives and VIP meetings
• Organized and detail-oriented with strong problem-solving skills