• Senior Tech Support Rep, AV

    Job Locations US-NY-New York
    iCIMS ID
  • Overview and Responsibilities

    The Senior Technical Support, Audio Visual reports to the Director of Global Audio Visual and is responsible for the daily operations and maintenance of all conference room and display area equipment. Additional responsibilities include executing audio visual projects and room builds, budget, inventory, corporate events support including live streaming, white glove executive support, and documentation.  The Senior Technical Support, Audio Visual will also assist in the development of new and/or upgraded audio visual architecture to meet our business needs. 



    • Provides daily operational support of current audio visual equipment and business needs.
      • Creston and Extron control systems
      • Cisco / Polycom Video Conferencing codecs and infrastructure
      • In depth Audio & Video technologies
    • Manages large scale projects such as full floor rebuilds and company standards evaluations.
      • Attend facilities construction meetings and provides AV technical expertise
      • Manage project budgets as appropriate
      • Interface with internal stakeholders as well as external vendors throughout project life cycle
    • Works with internal and external departments to successfully achieve and implement system designs.
    • Research, implement, and support new technologies, such as cloud video conferencing (i.e. BlueJeans, MS Teams, etc.).
    • Responsible for the seamless delivery of audio visual events and productions, including live streaming and multi-point VC.
    • Responsible for the installations and relocation of equipment for offices, common areas and conference rooms.
    • Daily monitoring and handling of trouble tickets.
    • Installs, configures & troubleshoots Audio Visual installations & coding issues.
    • Maintains current infrastructure and responds to issues as they arise.



    • Performs quality assurance testing.
    • Performs light scheduled off-hour maintenance so that daily operations are uninterrupted.
    • Read and follow CAD and signal flow diagrams.
    • Runs, labels, and crimps all types of cabling.
    • Works with stakeholders to create efficient and cost effective designs.
    • Builds detail oriented yet simply designed rack systems.
    • Maintains inventory to ensure upgrades can be accomplished on time.
    • Manages incoming support requests through the ServiceNow ticketing system.
    • Installs software, including firmware upgrades.
    • Selects specifications for new equipment based on business requirements.
    • Able to travel to complete remote installations.
    • May provide training or orientation to users on Viacom specific technologies.
    • Maintain parts and supplies needed to ensure daily tasks and projects can be completed.
    • On-call availability to provide off hours support, as needed. 
    • Escalates incidents and/or service requests as appropriate.
    • Maintains knowledgebase of FAQ’s for support staff.
    • Follows up with the customer to ensure problems have been addressed successfully.
    • Provides on-going support and troubleshooting for installed technical solutions.

    Basic Qualifications

    • B.A. / B.S. in a technology science related field (or) 4 years experience working in audio visual systems.
    • Familiarity with digital signage solutions, such as X20, and IPTV.
    • Exceptional knowledge of Cisco TMS, Conductor and VCS, SX series codecs and Telepresence
    • Systems, Cisco Spark, Codian Media Service Engine (MSE) 8000, CUCM, SIP, H.323, VOIP, WebRTC, X20, Crestron Programming, Extron, Shure, Biamp, Barco, Vyopta, and AV cloud collaboration solutions, such as BlueJeans and MS Teams.
    • CTS certification preferred.
    • CCNA certification a plus.

    Additional Qualifications

    • A self-starter who is able to take control of a situation, and be viewed as an excellent Audio Visual resource. 
    • Strong people skills, including the ability to interact with customers, stakeholders, and management conveying technical audio visual information in an clear and concise manner to non-technical personnel.
    • Demonstrates understanding of what constitutes best practices for AV within the entertainment industry as it relates to optimizing productivity.
    • Strong communication, writing, and documenting skills.
    • Able to execute creatively while working under budgetary constraints.
    • Possesses seasoned expertise of the standard hardware and software in a professional AV infrastructure, and an area of specialized expertise where they can be a resource to other technical support team members.
    • Able to follow signal flows and build to specifications.
    • Can independently handle all routine and non-routine problems and installations.
    • Possesses a seasoned understanding of general AV guidelines.
    • Knowledge of corporate building codes & OHSA guidelines.
    • Sound understanding of Cisco Endpoints and interoperability within a corporate environment.
    • Possesses in depth knowledge of Audio Visual Conference Room design.
    • General understanding of network connectivity and infrastructure.
    • Attention to detail and organization.
    • Knowledge of sound reinforcement best practices.
    • Ability to lift 40lb+ and completeinstallations within constraints of existing infrastructure.
    • Ability to asses and resolve problems before deadlines.
    • Able to work with electricians, networking, and telecom while being professional and helpful.
    • Works to assess the customer's comfort level with technology, and may have to manage the customer's anxiety and stress.
    • Excells at customer service and engenders confidence in customers during the most sensitive escalation issues and situations.
    • Ability to assess and resolve standard and non-standard complex problems, including those escalated.


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