AV & IT Support Engineer

Amazon•San Francisco, CA

1d•Onsite

About The Position

Twitch’s End User Services team is on the hunt for an IT & AV Support Engineer to be the technical heartbeat of our San Francisco office. This is a fully on-site role in San Francisco, CA where IT and AV collide - and we’re looking for someone who’s just as comfortable debugging a network issue as they are running a flawless live All Hands stream. You’ll be the go-to technical force on the ground, keeping day-to-day IT running smoothly while leveling up the AV experience for meetings, events, and everything in between. From quick desk-side fixes to high-visibility company moments, you’ll play a key role in making sure everything just works - and works well. You’ll report to our AV & IT Sr. Manager and collaborate across teams to keep our systems strong, our events seamless, and our employees well supported. This is a role for someone who doesn’t just fix problems - you spot patterns, get ahead of issues, and build solutions that make them disappear for good.

Requirements

4+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
3+ years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
4+ years of technical support experience
4+ years of corporate setting Windows, Mac or Linux Operating systems support experience
Bachelor's degree in IT, computer science or equivalent

Nice To Haves

Familiarity with the Twitch platform
Certifications in AV (Q-sys Level 1+, CTS, CTS-I, CTS-D) and/or Networking (e.g., CCNA, CWNA)
Experience with video editing software
ITIL certification or courses
Experience with ServiceNow or similar ITSM platforms
Scripting or automation experience (Python, Bash, PowerShell, Google Apps Script)
3+ years of supporting a windows server environment experience
Experience supporting video conference and teleconference equipment

Responsibilities

Drive operational excellence by constructively identifying root causes and system patterns, and delivering high-quality, efficient technology solutions that eliminate recurring issues
Act as the first point of escalation for complex IT and AV issues in the region, troubleshooting difficult difficult problems without existing SOPs and determining when to manage the issue independently or escalate appropriately
Mentor and coach new peers on IT best practices, audit the quality of work performed by team members and vendors, and provide constructive feedback
Automate manual tasks; create/improve small software tools to minimize manual effort and increase productivity
Manage and execute large IT and AV projects for the region, accelerating progress by driving timely decisions, identifying and mitigating risks, and communicating status to stakeholders
Create, review, and optimize SOPs, knowledge base articles, and user documentation, ensuring clear process steps are defined for others to solve similar problems
Provide expert, comprehensive IT support (hardware, software, networking, onboarding, account administration) for Twitch employees across Mac and Windows environments, managing the full employee device lifecycle: provisioning, imaging, deployment, and offboarding
Own the end-to-end AV experience for company events, including All Hands, managing setup, live operation, and teardown, and ensuring seamless hybrid meeting environments
Manage and maintain AV systems (displays, cameras, audio equipment, switchers, streaming hardware) and administer core SaaS tools (Okta, Google Workspace, Slack, Zoom, ServiceNow)

Benefits

Medical, Dental, Vision & Disability Insurance
401(k)
Maternity & Parental Leave
Flexible PTO
Amazon Employee Discount
sign-on payments
restricted stock units (RSUs)
health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
401(k) matching
paid time off
parental leave