Job Description

Job Description

The Unified Communications (UC) Audio Video (AV) Specialist is responsible for maintaining and supporting AV technology in shared spaces, conference rooms, and offices. The role focuses on delivering exceptional meeting services with a white-glove approach, including troubleshooting video endpoints, projectors, connection cables, phones, and third-party conferencing solutions. The specialist will maintain accurate inventory records, update room signage and user instructions, and provide user training and support. Strong customer service skills and a focus on simplifying the meeting experience are essential.

Key Responsibilities

• Understand AV systems integration with network components (wired and wireless) and collaboration platforms such as Microsoft Teams, Zoom, and Webex.
• Conduct regular room checks to ensure all AV equipment is fully operational.
• Troubleshoot audio and video conferencing systems including Crestron, Polycom, Mersive Solstice, projectors, screens, touch panels, and cables.
• Deliver excellent customer service, maintaining professionalism and calmness in all interactions.
• Possess deep knowledge of Microsoft Teams meetings, including settings, configurations, and troubleshooting.
• Develop and provide clear end-user documentation and instructions for equipment use in shared spaces.
• Identify defective or failed equipment and escalate issues to advanced AV support as needed.
• Maintain and update in-room instructions and service desk documentation.

Qualifications

• 1-4 years of experience in AV support with a focus on white-glove service and basic troubleshooting of conference room equipment.
• Experience supporting and documenting third-party conferencing solutions such as Microsoft Teams and Cisco.
• Strong presentation and customer service skills with the ability to remain composed and helpful under pressure.
• Commitment to following established standards, policies, and procedures.
• Eagerness to learn new skills and technologies.
• Excellent oral and written communication skills.
• Strong organizational skills and attention to detail.
• Good interpersonal skills to effectively collaborate with users and team members.

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