AV Support Services Technician
$66,892,800–$85,092,800 year
On-siteIndianapolis, Indiana, United States
Job Summary
Provide Tier 1 and Tier 2 AV support, maintenance, troubleshooting, and break/fix repair for AV, video conferencing, display, presentation, control, and multimedia issues across corporate offices, conference rooms, training rooms, collaboration spaces, and executive meeting environments. Create, update, maintain, and close service tickets while documenting customer communications, troubleshooting steps, SLA urgency, and resolution details. Serve as the technical escalation point for AV equipment, identifying defective items and coordinating repairs with management, vendors, and onsite teams. Support executive and client-facing meetings through room start-up, system checks, live monitoring, and active troubleshooting. Coordinate daily with onsite Facility Management, Workplace Services, Desktop IT, and client stakeholders, conducting room sweeps to verify equipment functionality and ensure spaces are ready for use. Perform safe fault diagnosis, removal, testing, and repair coordination of AV systems and equipment. Follow all customer security, confidentiality, safety, HR, labor, benefits, and PTO requirements onsite.
Required Qualifications
- High school diploma or equivalent
- Minimum of three years of enterprise-level AV support experience
- At least one year of AV, corporate video, IT systems, or related customer service experience
- CTS certification from AVIXA and/or manufacturer certifications
- Experience with ticketing systems such as ConnectWise, Salesforce, ServiceNow, Remedy, Zendesk, or similar platforms
- Experience supporting executive meetings, conference rooms, training rooms, divisible spaces, collaboration rooms, video walls, and digital signage environments
- Must be able to lift and maneuver up to 75 pounds
- Must pass a background screen and drug test
Desired Qualifications
- associate degree or equivalent related experience
- Minimum of three years of enterprise-level AV support experience preferred
- CTS certification from AVIXA and/or manufacturer certifications preferred, including QSC, Cisco, Crestron, Extron, Biamp, Shure, Sennheiser, Microsoft, or similar platforms
- Experience conducting site surveys, constructing racks, pulling cable, installing projectors and mounts, crimping and punch-down connections, and testing systems
- Strong troubleshooting skills for medium- to high-complexity AV systems, including audio, video, control, lighting, networking, access control, phone, camera, video conferencing, and presentation technologies
- Experience with QSC Q-Sys, Google Meet Hardware, Google Admin Console, and Logitech Rally systems
- Competency with Crestron, Cisco, Microsoft, Shure, Sennheiser, similar AV platforms, basic communication concepts, and control-system protocols
- Ability to read drawings, rack layouts, cabling diagrams, safety rules, operating instructions, procedure manuals, and technical documentation
- Adept with Mac and Windows operating systems and settings; Slack; Google Workspace, including Meet, Docs, Sheets, and Calendar; Microsoft Office Suite; ERP systems; CRM applications; and AV-specific software tools
- Familiar with AV networking, general networking, IP settings, network-based remote diagnosis and maintenance tools, and remote AV meeting support
- Ability to write routine reports and correspondence, transcribe technician reports, assemble service documentation, and maintain accurate customer records
- Proactive, reliable approach to identifying issues, supporting onsite clients, recommending improvements, maintaining attendance, and arriving on time
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