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How You’ll Contribute:

The Onsite AV Specialist – Level 3 serves as a senior technical specialist onsite, responsible for advanced troubleshooting, optimization, and lifecycle support of complex AV ecosystems across enterprise collaboration and specialty environments.

This role requires deep expertise in Google Meet room systems, QSYS audio/video/control platforms, and Crestron control environments, with accountability for maintaining high-performance, user-ready systems across standard meeting rooms, high-impact event spaces, and specialized environments such as all-hands stages, listening rooms, and digital signage ecosystems.

The Specialist acts as the primary escalation point for Tier 3 issues, ensuring rapid diagnosis and resolution of complex system faults, while proactively identifying opportunities to improve system reliability, user experience, and operational efficiency.

What You’ll Do:

• Collaborate effectively with our onsite AV team members and cross-functional departments.
• Provide technical support for meetings, conferences, and events.
• Coordinate with internal teams and external partners regarding repairs and technical needs.
• Liaise with manufacturers and vendors to facilitate repairs, including RMAs.
• Develop, implement, and maintain inventory tracking systems.
• Document work requests, repairs, and events within ticketing systems.
• Maintain AV systems in a ready-to-use and optimized condition.
• Produce reporting that demonstrates service value and performance outcomes.
• Foster a positive and confident client experience aligned with client standards.
• Resolves complex AV issues, including those involving specialized or proprietary systems and advanced network configurations.
• Oversees daily operations, processes, and workflows; serves as the on-site point of contact for service fulfillment and issue resolution.
• Tracks and reports metrics upon request, documenting tickets, performance, and activities.
• Provides Tier 3 technical support to troubleshoot and resolve issues within existing technology environments.

Platform & System Ownership

• Provide advanced support and ownership of Google Meet room environments, including Series One kits, Chromebox compute devices, touch controllers, cameras, and peripherals
• Perform system-level troubleshooting across QSYS environments, including Core processors, NV-series video endpoints, DSP configuration, and AV signal flow
• Support and maintain Crestron control systems, including room scheduling panels and integrated control interfaces

Advanced Troubleshooting & Escalation

• Serve as the Level 3 escalation point for complex AV issues, including:
• AV-over-IP systems (QSYS NV-Series, networked AV distribution)
• Google Meet hardware provisioning, connectivity, and device failures
• Control system communication and automation faults (Crestron / QSYS)
• Audio/DSP tuning and microphone system issues
• Coordinate with internal engineering teams and OEM escalation paths for advanced issue resolution

Specialty & High-Impact Space Support

• Provide technical support for all-hands spaces, stages, and high-visibility environments, including:
• LED video walls and large-format displays
• Video routing, switching, and multi-camera systems
• QSYS-based control, DSP, and AV-over-IP architectures

System Optimization & Preventative Maintenance

• Perform proactive system health checks, firmware validation, and performance tuning across AV devices and collaboration systems
• Identify recurring technical issues through service ticket analysis and implement root cause resolution strategies

Platform Integration & ITSM Alignment

• Create, update, and manage service requests within client ITSM platforms (e.g., Jira)
• Support integration and administration of AV platforms, including:
• Google Admin (Google Meet device management)
• QSYS Designer and Reflect monitoring tools
• Dante audio networking environment

Client Engagement & Operational Leadership

• Act as the on-site technical point of contact for AV-related issues and escalations
• Build strong client relationships through consistent delivery and high-quality support
• Provide reporting on system performance, recurring issues, and service trends
• Support continuous improvement initiatives to enhance AV reliability and user experience

Technical Environment

The AV Onsite Specialist – Level 3 will support a technology environment that includes:

• Google Meet Room Systems (Series One, Chromebox-based deployments)
• QSYS Platform (Core DSP, NV Series, Designer/Reflect monitoring)
• Crestron Control Systems and Scheduling Panels
• Dante Audio Networking
• Shure Microflex Wireless and MXA Microphone Systems
• LED Walls, Video Walls, and Digital Signage Platforms
• ITSM Platforms (e.g., Jira)
• Enterprise AV monitoring and management tools

Work conditions may include:

• Accessing equipment in confined or hard-to-reach spaces (under tables, behind displays, ceilings, closets, etc.)
• Lifting and handling equipment up to 50 lbs.

What You’ll Bring:

Education & Certifications:

• High school diploma or equivalent

Required Skills/Qualifications:

• Proven hands-on experience supporting Google Meet hardware room solutions
• Advanced troubleshooting experience with QSYS platforms (Core, DSP, AV-over-IP)
• Strong experience supporting Crestron control systems and scheduling platforms
• Experience with AV-over-IP architectures and networked AV systems
• Strong understanding of AV signal flow across audio, video, and control systems

Desired Skills/Qualifications:

• QSYS Certifications (Level 1, Level 2, Control, or UCI Designer)
• Crestron Certified Programmer or Technician certifications
• Experience supporting Google Meet environments at enterprise scale
• Dante Level 1–3 certification or equivalent audio-over-IP experience
• Experience supporting high-profile event spaces, executive boardrooms, and stage environments
• Experience with Shure Microflex Wireless and MXA microphone systems
• AVIXA CTS certification or equivalent