Engineer, Infrastructure Service Management

Guardian Life Insurance•Bethlehem, PA

5d•$79,310 - $130,295•Hybrid

About The Position

Guardian is seeking a highly capable AV Support Engineer to join the Digital Workplace organization. This role is responsible for delivering reliable, high-touch audiovisual and collaboration support across conference rooms, executive meeting spaces, and enterprise event environments. This is a hands-on, customer-facing role supporting Microsoft Teams Rooms and modern hybrid collaboration technologies. The position requires strong technical depth, composure under pressure, and the ability to resolve issues in real time during business-critical meetings and events. The ideal candidate operates independently, partners effectively across IT, Facilities, and vendors, and takes ownership of delivering a consistent, high-quality meeting experience across all locations.

Requirements

8–10 years of IT experience, with at least 5 years focused on AV, video conferencing
Proven experience supporting enterprise conference rooms, collaboration environments, and live events
Experience in multi-site or campus environments strongly preferred
Strong hands-on experience with Microsoft Teams Rooms and enterprise collaboration platforms
Deep knowledge of AV hardware including cameras, microphones, speakers, displays, and control systems
Understanding of AV signal flow, cabling, and AV-over-IP concepts
Experience troubleshooting integrated AV/IT environments and network-connected systems
Familiarity with AV management, monitoring, and asset tracking tools
Strong troubleshooting and problem-solving skills, especially under time pressure during live events
Ability to operate independently and manage multiple priorities in fast-paced environments
Excellent communication skills with the ability to support both technical and non-technical stakeholders
Customer-focused mindset with an emphasis on delivering a high-quality user experience
High attention to detail and accountability for outcomes
Must be legally authorized to work in the United States, without the need for employer sponsorship.

Nice To Haves

Experience supporting large-scale AV environments across multiple locations
Exposure to incident management, escalation handling, and IT service management frameworks
Experience documenting standards, runbooks, and operational procedures
Background in hybrid meeting support, live event production, or streaming technologies
Relevant certifications such as AVIXA CTS or vendor-specific AV certifications preferred but not required

Responsibilities

Provide onsite and remote support for conference rooms, boardrooms, training rooms, and hybrid collaboration spaces
Support Microsoft Teams Rooms and related AV technologies including cameras, microphones, DSPs, displays, and control systems
Perform real-time troubleshooting during live meetings, minimizing disruption and ensuring a seamless experience
Conduct pre-meeting room validation checks to ensure readiness and reliability
Deliver white-glove support for executive meetings, town halls, and enterprise events
Manage end-to-end AV support including setup, testing, live operation, and teardown
Partner with business stakeholders and event organizers to define requirements and ensure successful execution
Support live and hybrid events including streaming, recording, and broadcast workflows
Support collaboration tools including Microsoft Teams and related conferencing platforms
Provide direct assistance to end users, including executives, ensuring a high-quality and consistent meeting experience
Deliver basic user guidance and training on AV and meeting technologies
Perform routine health checks, preventative maintenance, and system validation across AV-enabled spaces
Monitor and troubleshoot recurring issues; perform root cause analysis and recommend long-term fixes
Maintain high availability and performance of AV systems aligned to business expectations
Track incidents, resolutions, and trends to improve service quality and reduce repeat issues
Partner with engineering teams to standardize room designs, configurations, and support models
Assist with AV deployments, upgrades, and lifecycle management across sites
Review vendor installations to ensure alignment with enterprise standards and quality expectations
Create and maintain documentation including room standards, SOPs, and troubleshooting guides
Act as a key point of contact for AV vendors, integrators, and service providers
Coordinate installations, repairs, and maintenance activities
Work closely with Facilities and Real Estate teams to support workspace technology initiatives
Ensure AV and collaboration technologies align with enterprise security and compliance requirements
Partner with Security and Infrastructure teams to maintain secure configurations
Support audit and risk management activities as needed
Identify opportunities to improve the user experience, system reliability, and operational efficiency
Recommend enhancements through automation, monitoring, and standardization
Stay current on emerging AV, collaboration, and hybrid workplace technologies