IT/AV Collaboration Support Specialist – Level 2

IT/AV Collaboration Support Specialist – Level 2

Requirements

• 4+ years of experience in an end-user IT support role, including direct technical support for Executives and VIPs
• Proven ability to deliver white-glove, high-touch service in fast-paced, high-visibility environments
• Hands-on experience with macOS and Windows troubleshooting and administration
• Strong diagnostic and problem-solving skills, particularly with conference room and office AV technology
• Minimum 1 year of experience as a Slack administrator, including application support and integration management
• Proficiency with Jira for project management, including sprint planning, backlog grooming, and task ownership
• Solid understanding of AV VLANs and multicast traffic, with experience working closely with Network teams to resolve AV-related connectivity and performance issues
• Experience with Zoom Room NDI configuration, deployment, and management for high-quality video production and streaming workflows
• Intermediate knowledge of office network infrastructure and endpoint connectivity
• Demonstrated success in supporting and integrating multiple SaaS platforms across an enterprise environment
• Familiarity with AV platforms such as Crestron, Biamp Tesira, and Dante audio networking
• Practical understanding of home office video conferencing and streaming technologies
• Experience delivering AV&C support for corporate events, board meetings, and internal broadcasts
• A proactive mindset with a focus on automation and process improvement
• Strong written and verbal communication skills, able to explain complex technical topics across audiences
• Experience maintaining internal documentation and contributing to scalable self-service resources
• Calm, empathetic, and composed under pressure, with the ability to manage multiple real-time issues
• Familiarity with Zendesk and other ITSM/ticketing systems
• Willingness to travel to domestic and international offices as needed

Responsibilities

• Configure, deploy, and maintain end-user hardware and conference room technology, with a focus on automation and efficiency
• Deliver hands-on, in-person troubleshooting to support employees in maximizing productivity through effective technology use
• Administer and maintain SaaS applications, while building integrations to streamline and automate recurring workflows
• Provide high-touch, white-glove technical support to executives and other VIP stakeholders
• Act as a technical advocate within the organization—conducting training sessions, creating self-service documentation, and promoting best practices
• Ensure seamless interoperability across collaboration tools and platforms to drive efficient and intuitive user experiences
• Participate in on-call rotations and be available for off-hours maintenance, upgrades, or urgent escalations
• Support and manage AV systems for day-to-day use as well as internal events, executive meetings, and company-wide broadcasts
• Serve as the on-site point of contact for AV contractors during office buildouts, refreshes, and technology upgrades
• Maintain accurate and comprehensive documentation of all support activity to inform internal knowledge bases and user guides
• Collaborate closely with the IT Support and Workplace teams to coordinate local meeting logistics and ensure smooth operations
• Provide backup support for general IT troubleshooting and walk-up assistance when needed

Preferred Qualifications

• Preferred experience with video/audio production for live or hybrid events
• Experience administering Zoom, WebEx, Google Meet, and collaboration platforms such as Lucidsuite
• Bonus: Familiarity with Monday.com, Fellow, and Microsoft Teams administration