On-Site AV Technician II

Job Description

Job Description

The On‑Site A/V Technician – Level II (Senior Technician) provides advanced technical support for collaboration technologies, meeting spaces, and events at the customer site. This client‑facing role delivers high‑quality customer service, performs Level 2 troubleshooting within defined boundaries , supports complex A/V issues, manages equipment inventory, and provides end‑user training. The Senior Technician works closely with site leadership, vendors, and internal teams to ensure reliable, consistent A/V and collaboration experiences across the environment.

Roles and Responsibilities:

Customer Support & Service

• Deliver professional, customer‑focused support to all end users.
• Assist users with collaboration workflows including scheduling, joining meetings, and requesting support.
• Provide end‑user training on A/V systems and collaboration platforms (Teams, Webex, Zoom, Pexip, Poly‑based systems).
• Maintain strong working relationships with site leadership, partners, vendors, and internal teams.

Technical Support (Level 2)

Level 2 support is defined as advanced troubleshooting and repair that exceeds basic triage but does not include engineering level tasks such as system programming or network design. This includes:

• Troubleshooting and resolving complex A/V and collaboration issues.
• Performing equipment replacement, cable termination, and advanced fault isolation.
• Working with manufacturer support desks and internal engineering teams to resolve escalated issues.
• Supporting integrated A/V systems, control interfaces, audio systems, and videoconferencing equipment.
• Providing technical support for live events, including setup, testing, operation, and teardown.
• Escalating issues that involve:
  • Control system programming (Crestron/Extron/AMX)

• DSP configuration or tuning
• Network/VLAN design or configuration
• Firmware deployment at scale
• System redesign, commissioning, or engineering‑level diagnostics

This boundary ensures Level II technicians handle advanced support while protecting them from being pulled into engineering or integrator‑level responsibilities.

Room & Equipment Maintenance

• Perform scheduled room checks and quarterly preventative maintenance.
• Ensure rooms are properly equipped, documented, and stocked with required consumables.
• Maintain collaboration space integrity in accordance with SOPs.

Event Support

• Provide technical support for events, at the direction of the Client Events team, including, but not limited to;

• Pre‑event setup of A/V and collaboration systems
• Technical management during the event , including live monitoring and adjustments
• Issue resolution for any A/V or collaboration problems that arise
• Post‑event teardown and restoration of the room to standard configuration

Inventory & Asset Management

• Maintain and manage equipment spares inventory.
• Track room‑level and site‑level A/V assets.
• Ensure adherence to asset management documentation and processes.

Ticketing & Reporting

• Document all service requests in the client’s Incident Management System.
• Update and close tickets promptly upon resolution.
• Provide weekly, monthly, and quarterly reports as required.

Documentation

• Create, update, and maintain all Standard Operating Procedures (SOPs) related to A/V Technician tasks.
• Ensure documentation is accurate, accessible, and aligned with customer and internal standards.
• Train team members on SOPs to ensure consistent execution of processes.

Training & Mentoring

• Provide training, coaching, and mentoring to Level I Technicians to support their technical growth and professional development.
• Assist Level I Technicians in understanding Level 1 vs. Level 2 boundaries and escalation paths.
• Support onboarding of new technicians by providing hands‑on guidance and knowledge transfer.

Compliance & Policy Adherence

• Follow all Kinly policies including timekeeping, overtime authorization, and leave procedures.
• Adhere to all BMS site policies and safety requirements.

Experience, Education, and Abilities:

• 4–7 years of experience with A/V equipment and troubleshooting
• 3–5 years of customer‑facing experience
• Strong understanding of A/V signal flow and integrated systems
• Experience with IP‑connected devices and basic networking
• CTS certification required (or obtained within 6 months)
• CTS‑I or CTS‑D preferred
• Strong customer service and communication skills
• Ability to work independently and collaboratively
• Ability to lift 30–50 lbs, stand/walk for extended periods, and climb ladders up to 10 ft

Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.