The AV Operations and Events Engineer delivers premium, white-glove AV and event support for executives and high-profile stakeholders. This role combines deep technical expertise with exceptional customer service, ensuring flawless experiences for onsite and offsite events, live broadcasts, and hybrid meetings. The engineer acts as a trusted partner, anticipating needs and resolving issues with speed and professionalism.
Key Responsibilities
Event Support:
- Lead AV setup and technical execution for onsite and offsite events, including executive town halls, global meetings, and board sessions.
- Perform pre-event checks, system validation, and live troubleshooting during high-profile events.
AV Operations:
- Provide advanced troubleshooting (L2) for AV systems, including video conferencing platforms (Microsoft Teams Rooms, Cisco, Zoom).
- Monitor AV environments using tools like Viopta, TAC, Teams Admin Center, and implement proactive fixes.
- Manage AV asset lifecycle, inventory, and health dashboards for global offices.
Collaboration & Escalation:
- Coordinate with Event Operations, Executive IT Support, and AV Engineering (L3) for escalations and system upgrades.
- Interface with vendors for RMAs, warranty claims, and complex troubleshooting.
Standardization & Documentation:
- Maintain and update AV operations documentation, troubleshooting playbooks, and event runbooks.
- Drive consistency in AV deployments and operational practices across regions.
Innovation & Continuous Improvement:
- Participate in testing new AV solutions, firmware updates, and next-gen technology pilots.
- Contribute to process improvement initiatives to reduce MTTR and enhance user experience.
- Customer Service Excellence:
- Deliver exceptional service with clear communication, empathy, and professionalism.
- Act as a trusted advisor for executives and event stakeholders, ensuring confidence in AV systems and processes.
Core Competencies
- Technical Mastery: Advanced AV troubleshooting and system optimization.
- Event Readiness: Ability to anticipate and resolve issues during live events.
- Customer Excellence: Delivering premium support for executives and stakeholders.
- Collaboration: Partnering with cross-functional teams for seamless execution.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.