AV Engineer

SHI International•Somerset, NJ

About The Position

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services. Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy: Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S. Continuous professional growth and leadership opportunities. Health, wellness, and financial benefits to offer peace of mind to you and your family. World-class facilities and the technology you need to thrive – in our offices or yours. The AV Engineer provides frontline support for SHI's audio visual environments, including conference rooms, collaboration spaces, Executive Briefing Center (EBC) events, and workplace technology services. This role is responsible for troubleshooting AV issues, performing preventive maintenance, supporting meetings and events, and ensuring a high-quality user experience for employees, customers, and executive stakeholders. The AV Engineer serves as the first point of contact for AV-related incidents and service requests while escalating complex issues to senior team members, engineers, or vendors as needed.

Requirements

Strong troubleshooting and problem-solving capabilities.
Excellent customer service and interpersonal skills.
Effective verbal and written communication skills.
Ability to communicate technical concepts to non-technical audiences.
Basic understanding of audio visual hardware and conferencing technologies.
Familiarity with Microsoft Teams, Cisco Webex, Zoom, or similar collaboration platforms.
Strong attention to detail and organizational skills.
Ability to manage multiple priorities and meet service expectations.
Collaborative approach to working with cross-functional teams and stakeholders.
Strong sense of accountability and ownership.
Commitment to continuous learning and professional development.
Completed Associate’s Degree or relevant work experience required
3-5 years of audio-visual experience in an educational, customer service, or hospitality setting required
Ability to lift and move AV equipment weighing up to 50 pounds.
Ability to travel to SHI, Partner, and Customer Events
Ability to work flexible hours to support events and project-related activities

Nice To Haves

CTS (Certified Technology Specialist) certification, or willingness to obtain certification.
Experience supporting executive meetings and live events.
Knowledge of Cisco Room devices, digital signage, and room control systems.
Experience with ServiceNow or similar ticketing systems.

Responsibilities

Provide first-level break/fix support for conference room technology.
Troubleshoot audio, video, display, camera, microphone, and connectivity issues.
Support Microsoft Teams, Cisco Webex, Zoom, and other collaboration platforms.
Ensure conference rooms are operational, functional, and meeting-ready.
Respond to service requests within established service level objectives.
Assist with Executive Briefing Center (EBC) meetings and corporate events.
Set up, test, and operate AV equipment for presentations and meetings.
Provide onsite technical support during meetings and events.
Assist presenters with laptop connectivity, content sharing, and collaboration tools.
Support event rehearsals and technical readiness checks as assigned.
Install, configure, and maintain AV equipment, including displays, microphones, cameras, speakers, control systems, and conferencing hardware.
Perform preventive maintenance and routine inspections of AV systems.
Replace faulty equipment or coordinate repair activities.
Maintain equipment inventories and asset records.
Log, update, track, and resolve incidents through the Help Desk ticketing system.
Document troubleshooting activities, resolutions, and recurring issues.
Escalate unresolved issues to senior AV technicians, engineers, or third-party vendors.
Assist with root cause analysis and service improvement initiatives.
Utilize monitoring and diagnostic tools to identify and troubleshoot potential AV issues.
Perform routine system health checks and validation testing.
Proactively address equipment alerts and performance concerns.
Deliver exceptional customer service to employees, executives, clients, and event participants.
Communicate technical information clearly and effectively to non-technical users.
Ensure a professional, responsive, and positive support experience.