AV Support Engineer, Empire State Building

Empire State Realty Trust•New York, NY

5d•$90,000 - $100,000•Onsite

About The Position

The AV Support Engineer will support audiovisual systems across The Empire State Building Observatory (ESBO), amenity lounges and conference rooms. The AV Support Engineer will provide prompt and accurate first line IT AV support, assisting with AV hardware and software-related questions, concerns, and tasks. Responsibilities include ensuring reliable performance for events and meetings, managing AV workflows, maintaining exhibits and delivering white-glove service. This afternoon/evening position will require a five-day work week on site and holiday coverage is mandatory with overtime and double-time pay available.

Requirements

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 preferred
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

Nice To Haves

Crestron control systems programming & DM NVX distribution
Medialon show control systems
Barco Overture automation & scheduling
Q-SYS design, configuration, and control scripting & advanced integration
Biamp Tesira DSP configuration certification
Audio board mixing for live, installed, and hybrid environments
Wireless Workbench monitoring and optimization
Dante audio networking Level 3 certification
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
Teams & Zoom room design standards
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
Certifications a plus: A+, Network+, Security+, CTS, Dante, Crestron, Biamp, QSYS

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 AV