Engineer, Infrastructure Service Management

Job Title: Digital Workplace AV Support Engineer Location: Bethlehem, PA Guardian is seeking a highly capable AV Support Engineer to join the Digital Workplace organization. This role is responsible for delivering reliable, high‑touch audiovisual and collaboration support across conference rooms, executive meeting spaces, and enterprise event environments. The position is hands‑on, customer‑facing and supports Microsoft Teams Rooms and modern hybrid collaboration technologies. Travel up to 25% to other Guardian locations, including Hudson Yards (NYC) and Holmdel, NJ. Off‑hours and weekend support may be required. Key Responsibilities AV and Collaboration Support Provide onsite and remote support for conference rooms, boardrooms, training rooms, and hybrid collaboration spaces. Support Microsoft Teams Rooms and related AV technologies, including cameras, microphones, DSPs, displays, and control systems. Perform real‑time troubleshooting during live meetings, minimizing disruption and ensuring a seamless experience. Conduct pre‑meeting room validation checks to ensure readiness and reliability. Event and Executive Support Provide white‑glove support for executive meetings, town halls, and enterprise events. Manage end‑to‑end AV support including setup, testing, live operation, and teardown. Partner with business stakeholders and event organizers to define requirements and ensure successful execution. Support live and hybrid events including streaming, recording, and broadcast workflows. End User Support and Experience Support collaboration tools, including Microsoft Teams and related conferencing platforms. Provide direct assistance to end users, including executives, ensuring a high‑quality and consistent meeting experience. Deliver basic user guidance and training on AV and meeting technologies. AV Operations and Reliability Perform routine health checks, preventative maintenance, and system validation across AV‑enabled spaces. Monitor and troubleshoot recurring issues; perform root cause analysis and recommend long‑term fixes. Maintain high availability and performance of AV systems aligned to business expectations. Track incidents, resolutions, and trends to improve service quality and reduce repeat issues. Engineering Collaboration and Standards Partner with engineering teams to standardize room designs, configurations, and support models. Assist with AV deployments, upgrades, and lifecycle management across sites. Review vendor installations to ensure alignment with enterprise standards and quality expectations. Create and maintain documentation, including room standards, SOPs, and troubleshooting guides. Vendor and Stakeholder Management Serve as key point of contact for AV vendors, integrators, and service providers. Coordinate installations, repairs, and maintenance activities. Work closely with Facilities and Real Estate teams to support workspace technology initiatives. Security and Compliance Ensure AV and collaboration technologies align with enterprise security and compliance requirements. Partner with Security and Infrastructure teams to maintain secure configurations. Support audit and risk management activities as needed. Continuous Improvement and Innovation Identify opportunities to improve user experience, system reliability, and operational efficiency. Recommend enhancements through automation, monitoring, and standardization. Stay current on emerging AV, collaboration, and hybrid workplace technologies. Qualifications Experience 8–10years of IT experience, with at least 5years focused on AV and video conferencing. Proven experience supporting enterprise conference rooms, collaboration environments, and live events. Experience in multi‑site or campus environments strongly preferred. Technical Skills Strong hands‑on experience with Microsoft Teams Rooms and enterprise collaboration platforms. Deep knowledge of AV hardware: cameras, microphones, speakers, displays, and control systems. Understanding of AV signal flow, cabling, and AV‑over‑IP concepts. Experience troubleshooting integrated AV/IT environments and network‑connected systems. Familiarity with AV management, monitoring, and asset tracking tools. Professional Skills Strong troubleshooting and problem‑solving skills, especially under time pressure during live events. Ability to operate independently and manage multiple priorities in fast‑paced environments. Excellent communication skills, supporting both technical and non‑technical stakeholders. Customer‑focused mindset with an emphasis on delivering a high‑quality user experience. High attention to detail and accountability for outcomes. Additional Preferred Skills Experience supporting large‑scale AV environments across multiple locations. Exposure to incident management, escalation handling, and IT service management frameworks. Experience documenting standards, runbooks, and operational procedures. Background in hybrid meeting support, live event production, or streaming technologies. Relevant certifications such as AVIXA CTS or vendor‑specific AV certifications (preferred but not required). Salary Range $79,310.00–$130,295.00. The salary range reflected above is a good‑faith estimate of base pay for the primary location of the position. The final salary will be determined based on education, experience, knowledge, and the successful candidate’s abilities. Benefits Full‑time eligible employees receive benefits. Interns are not eligible for most company benefits. Equal Employment Opportunity Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law. Accommodations Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities. Accommodations are provided to qualified applicants and employees to accommodate known limitations related to pregnancy, childbirth, or related medical conditions unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, or to perform essential job functions, please contact View email address on click.appcast.io. Visa Sponsorship Guardian is not currently or in the foreseeable future sponsoring employment visas. Applicants must be legally authorized to work in the United States without employer sponsorship. #J-18808-Ljbffr The Guardian Life Insurance Company of America