Av Support Engineer Jobs (NOW HIRING)

Job Summary:
Empire State Realty Trust, Inc. is a NYC-focused REIT that operates a portfolio of premier assets including the iconic Empire State Building. The AV Support Engineer will provide first line IT AV support, ensuring reliable performance for events and meetings while managing AV workflows and maintaining exhibits.
Responsibilities:
• Operate, maintain, and troubleshoot AV systems (Crestron, Biamp Tesira, Shure, PTZ cameras, projectors, BrightSign)
• Configure and manage Dante audio networking
• Provide technical support for events and hybrid meetings (Teams/Zoom)
• Support Observatory Exhibit hardware (turnstiles, kiosks, exhibits, ticketing systems)
• Deliver executive-level support for high-visibility events
• Collaborate with IT/network teams on connectivity and cybersecurity
• Manage tickets in Salesforce and AV projects in Monday.com
• Assist with Windows 11 patching, imaging, and content updates
• Document configurations, SOPs, and maintenance schedules
• Explore emerging technologies (including AI) to improve workflows
• Provide on-site and remote AV technology support for the Empire State Building Observatory along with other systems in the ESRT portfolio
• Support and maintain the ESBO hardware including turnstiles, kiosks, exhibits, and ticket booths
• Perform daily AV system monitoring, verifying the integrity and availability of all hardware, server, and systems
• Provide technical assistance to support a wide range of ESBO events (i.e.; movie night, lighting ceremonies)
• When required, assist with supporting and preparing conference rooms/town halls and additional areas to deliver Audio Visual services
• Assist in preventative maintenance schedules of kiosk, turnstiles, and ticket printers
• Identify, troubleshoot, and resolve various technical problems and ensure service levels agreement (SLA) are upheld
• When required, provide helpdesk support for ESBO, ESRT, and building staff, including the Property Management Office, Building Engineers, Maintenance Staff, Security Staff, and Front desk
• Ensure cybersecurity practices are incorporated into all IT and AV related work
• Provide timely responses to support requests via phone, email or in person
• Follow departmental change management processes and protocols
• Provide executive level support to ESBO and ESRT senior leadership
• Provide support for key office automation software (i.e., Office 365, Team, SharePoint, Adobe)
• Provide timely updates to end-users and management regarding the status of reported problems/projects
• Review helpdesk tickets and escalate as necessary based on established guidelines and procedures
• Deployment of software updates, upgrades, and hot fixes, including the imaging of new devices, as required
• Assist with the planning and deployment of new and upgraded hardware and software products
• Assist other branches of Information Technology with projects and tasks
• Carry out other duties assigned or requested by management
• Maintain operation, configuration, documentation of all IT related issues
• Maintain PCI and SOX compliance for the Observatory
Qualifications:
Required:
• Operate, maintain, and troubleshoot AV systems (Crestron, Biamp Tesira, Shure, PTZ cameras, projectors, BrightSign)
• Configure and manage Dante audio networking
• Provide technical support for events and hybrid meetings (Teams/Zoom)
• Support Observatory Exhibit hardware (turnstiles, kiosks, exhibits, ticketing systems)
• Deliver executive-level support for high-visibility events
• Collaborate with IT/network teams on connectivity and cybersecurity
• Manage tickets in Salesforce and AV projects in Monday.com
• Assist with Windows 11 patching, imaging, and content updates
• Document configurations, SOPs, and maintenance schedules
• Explore emerging technologies (including AI) to improve workflows
• Provide on-site and remote AV technology support for the Empire State Building Observatory along with other systems in the ESRT portfolio
• Support and maintain the ESBO hardware including turnstiles, kiosks, exhibits, and ticket booths
• Perform daily AV system monitoring, verifying the integrity and availability of all hardware, server, and systems
• Provide technical assistance to support a wide range of ESBO events (i.e.; movie night, lighting ceremonies)
• When required, assist with supporting and preparing conference rooms/town halls and additional areas to deliver Audio Visual services
• Assist in preventative maintenance schedules of kiosk, turnstiles, and ticket printers
• Identify, troubleshoot, and resolve various technical problems and ensure service levels agreement (SLA) are upheld
• When required, provide helpdesk support for ESBO, ESRT, and building staff, including the Property Management Office, Building Engineers, Maintenance Staff, Security Staff, and Front desk
• Ensure cybersecurity practices are incorporated into all IT and AV related work
• Provide timely responses to support requests via phone, email or in person
• Follow departmental change management processes and protocols
• Provide executive level support to ESBO and ESRT senior leadership
• Provide support for key office automation software (i.e., Office 365, Team, SharePoint, Adobe)
• Provide timely updates to end-users and management regarding the status of reported problems/projects
• Review helpdesk tickets and escalate as necessary based on established guidelines and procedures
• Deployment of software updates, upgrades, and hot fixes, including the imaging of new devices, as required
• Assist with the planning and deployment of new and upgraded hardware and software products
• Assist other branches of Information Technology with projects and tasks
• Carry out other duties assigned or requested by management
• Maintain operation, configuration, documentation of all IT related issues
• Maintain PCI and SOX compliance for the Observatory
• Strong understanding of AV and IT systems, PC hardware, OS, and networking
• Strong technical aptitude and troubleshooting skills
• Outstanding communication and customer service
• Ability to manage stressful situations in a calm, courteous, and efficient manner
• Ability to make quick, clear decisions with minimal supervision
• Ability to meet deadlines and strong attention to detail
• Excellent interpersonal, oral, and written communication skills
• Detail-oriented with strong organizational skills
• Flexible schedule, including ability to work nights, weekends, and holidays
• Bachelor’s degree in computer science, Engineering, or related field
• 2-5 years experience in IT/AV support, experience with exhibit support for museums or theme parks is highly preferred
• Prolonged periods of sitting at a desk and working on a computer
• Ability to work at heights using ladders
• Ability to move between offices
• Must be able to lift up to 50 pounds at times
Preferred:
• Programming & DM NVX distribution
• Medialon show control systems
• Barco Overture automation & scheduling
• Scripting & advanced integration
• Certification in Biamp Tesira DSP configuration
• Audio board mixing for live, installed, and hybrid environments
• Wireless Workbench monitoring and optimization
• Level 3 certification in networking & AV-over-IP
• VLANs, QoS, and managed switch configuration
• Theatrical and architectural lighting systems integration
• ETC lighting control platforms (Eos family)
• DMX and sACN lighting networks configuration and troubleshooting
• Room design standards for Teams & Zoom support
• BrightSign Network (BSN) administration
• Medialon-based multi-system show control integration
• Barco Overture automation for synchronized AV, lighting, and media playback
• Coordination with fabricators, designers, and installers for permanent and temporary exhibits
Company:
Under CEO Anthony Malkin, Empire State Realty Trust, Inc. is a self-administered and self-managed real estate investment trust (REIT). Founded in 2011, the company is headquartered in New York, USA, with a team of 501-1000 employees. The company is currently Late Stage.