L3 Service Desk Contractor – Lead AV Technical Support Specialist
On-siteCalgary, Alberta, Canada
Job Summary
Conduct real-time, white-glove technical support for Audio-Visual systems, Microsoft Teams Rooms, and high-visibility hearings during executive sessions. Perform proactive room readiness checks, preventive maintenance, and system validation to ensure equipment functionality. Resolve incidents and service requests, reduce backlogs, and provide on-site technical assistance as directed by the Service Desk Group Leader. Coordinate with external AV vendors and integrators to escalate issues and support remote or regional hearings through required travel. Document all incidents, configurations, and resolutions within an ITSM tool while maintaining clear communication with users and stakeholders.
Required Qualifications
- Demonstrated senior-level experience supporting enterprise AV and collaboration environments
- Hands-on experience supporting Microsoft Teams Rooms (MTRs), conference rooms, and boardrooms
- Proven ability to provide real-time, in-room troubleshooting during high-visibility meetings, hearings, or live events
- Strong troubleshooting skills across audio, video, displays, cameras, microphones, and connectivity
- Experience performing proactive room checks, preventive maintenance, and system readiness validation
- Ability to document incidents, configurations, and resolutions clearly in an ITSM tool
- Excellent customer service skills
- Strong verbal and written communication skills
- Ability to work under pressure
- Availability to work on-site in Calgary, five days per week
- Willingness to travel, on an as-required basis, to support remote or regional hearings
- Government of Canada Reliability Status (or clear eligibility to obtain one)
Desired Qualifications
- Experience supporting public-facing or regulatory environments (e.g., hearings, tribunals, executive briefings)
- Familiarity with AV platforms/components such as Crestron, Poly, Zoom Rooms, or similar systems
- Experience coordinating and escalating issues with external AV vendors and integrators
- Exposure to ITIL-aligned Service Desk operations and defined escalation models
- Ability to provide user guidance or informal training on meeting room technology
- CompTIA A+ certification, or equivalent experience, indicating solid foundational knowledge of computer hardware, operating systems, and technical troubleshooting
- Relevant professional AV certifications, such as Certified Audio Engineer (CEA) or equivalent, demonstrating formal training and technical competence in audio systems, signal flow, and professional AV environments
- Other industry-recognized audiovisual certifications (e.g., manufacturer or platform certifications related to conferencing, sound reinforcement, or room systems), demonstrating continued professional development in AV technologies
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