L3 Service Desk Contractor – Lead AV Technical Support Specialist

Symbiotic Digital • Calgary, AB

117d • Onsite

About The Position

This role serves as the senior, on-site authority for Audio-Visual (AV), Microsoft Teams Rooms (MTR), hearings, and high-visibility meetings. The focus is on white-glove, real-time support for hearings and executive sessions, proactive room readiness, preventive maintenance, and coordination with AV vendors. The resource must be willing to travel, on an as-required basis, to support remote or regional hearings. When hearings or AV-intensive activities are not scheduled, the resource is expected to assist with Service Desk operations, including incident and service request resolution, meeting room support, on-site technical assistance, and backlog reduction, as directed by the Service Desk Group Leader.

Requirements

• Demonstrated senior-level experience supporting enterprise AV and collaboration environments
• Hands-on experience supporting Microsoft Teams Rooms (MTRs), conference rooms, and boardrooms
• Proven ability to provide real-time, in-room troubleshooting during high-visibility meetings, hearings, or live events
• Strong troubleshooting skills across audio, video, displays, cameras, microphones, and connectivity
• Experience performing proactive room checks, preventive maintenance, and system readiness validation
• Ability to document incidents, configurations, and resolutions clearly in an ITSM tool
• Excellent customer service skills
• Strong verbal and written communication skills
• Ability to work under pressure
• Availability to work on-site in Calgary, five days per week
• Willingness to travel, on an as-required basis, to support remote or regional hearings
• Government of Canada Reliability Status (or clear eligibility to obtain one)

Nice To Haves

• Experience supporting public-facing or regulatory environments (e.g., hearings, tribunals, executive briefings)
• Familiarity with AV platforms/components such as Crestron, Poly, Zoom Rooms, or similar systems
• Experience coordinating and escalating issues with external AV vendors and integrators
• Exposure to ITIL-aligned Service Desk operations and defined escalation models
• Ability to provide user guidance or informal training on meeting room technology
• CompTIA A+ certification, or equivalent experience, indicating solid foundational knowledge of computer hardware, operating systems, and technical troubleshooting
• Relevant professional AV certifications, such as Certified Audio Engineer (CEA) or equivalent, demonstrating formal training and technical competence in audio systems, signal flow, and professional AV environments
• Other industry-recognized audiovisual certifications (e.g., manufacturer or platform certifications related to conferencing, sound reinforcement, or room systems), demonstrating continued professional development in AV technologies

Responsibilities

• Provide white-glove, real-time support for hearings and executive sessions.
• Ensure proactive room readiness and perform preventive maintenance.
• Coordinate with AV vendors.
• Assist with Service Desk operations, including incident and service request resolution, when AV-intensive activities are not scheduled.
• Provide meeting room support.
• Offer on-site technical assistance.
• Assist with backlog reduction as directed by the Service Desk Group Leader.
• Document incidents, configurations, and resolutions clearly in an ITSM tool.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed