Job Description

Job Purpose and Impact

• The Professional, AV Operations role ensures the smooth operation of the organization’s global audiovisual (AV) infrastructure, including video conferencing endpoints and backend systems. This position performs moderately complex tasks such as monitoring AV systems, troubleshooting issues, and implementing security and compliance measures. With limited supervision, this role resolves AV-related incidents, maintains system performance, and supports integrations to deliver reliable meeting and collaboration experiences. The role collaborates with vendors and internal teams to document AV issues and implement improvements that enhance system reliability and user experience.

Key Accountabilities

• MONITORING AV SYSTEM PERFORMANCE: Monitors the health and performance of AV systems across conference rooms and collaboration spaces, using management tools to track device status, identify issues, and maintain optimal functionality. Includes monitoring backend infrastructure (e.g., resource managers, bridges, content servers) and endpoints in all regions.
• TROUBLESHOOTING & RESOLVING ISSUES: Diagnoses and resolves moderately complex AV problems affecting codecs, controllers, displays, audio devices, and connectivity. Performs root cause analysis and implements preventive measures. Escalates to vendors (e.g., Poly, Zoom) as needed and tracks tickets through resolution.
• INCIDENT MANAGEMENT: Responds to AV incidents, outages, and performance alerts, categorizing issues and coordinating with technical teams and vendors for timely resolution. Provides after-hours and on-call support as required.
• SYSTEM ANALYSIS & INTEGRATION: Performs analysis to troubleshoot AV signal flow and ensure proper communication between AV components and collaboration platforms (e.g., Microsoft Teams Rooms, Zoom). Supports integration and configuration of new AV hardware and software.
• CONFIGURATION & DEPLOYMENT: Assists in configuring and deploying AV hardware and software, ensuring compatibility with existing systems. Sets up room systems, peripherals, and control interfaces. Performs initial remote setup of newly installed endpoints and supports moves, adds, and changes.
• COLLABORATION & COMMUNICATION: Partners with vendors, service providers, and internal teams to resolve AV issues and improve performance. Provides clear communication and timely updates to stakeholders. Coordinates onsite support as needed.
• DOCUMENTATION & REPORTING: Documents AV issues, resolutions, and performance trends. Maintains system profiles, asset inventory, and network topology documentation. Provides reports to stakeholders to inform decisions and improve AV operations.
• BACKUP & DISASTER RECOVERY: Maintains and supports AV continuity plans to ensure meeting availability and minimize downtime during failures. Participates in lifecycle management of AV assets.
• PROJECT SUPPORT: Co-leads AV projects such as system upgrades, room refreshes, and new implementations, delivering on time and within budget. Participates as a subject matter expert in AV and digital signage projects.
• AUTOMATION & OPTIMIZATION: Partners to develop automation scripts or leverage management tools to streamline AV monitoring and improve operational efficiency.

Qualifications

• Minimum requirement of 4 years of relevant work experience in Corporate AV.
• Industry certifications like AVIXA - CTS, Crestron, QSC, Extron are highly preferred.