Senior Onsite AV Specialist

Diversified•New York, NY

1d•Onsite

About The Position

The Onsite AV Specialist – Level 3 serves as a senior technical specialist onsite, responsible for advanced troubleshooting, optimization, and lifecycle support of complex AV ecosystems across enterprise collaboration and specialty environments. This role requires deep expertise in Google Meet room systems, Q‑SYS audio/video/control platforms, and Crestron control environments, with accountability for maintaining high-performance, user-ready systems across standard meeting rooms, high-impact event spaces, and specialized environments such as all-hands stages, listening rooms, and digital signage ecosystems. The Specialist acts as the primary escalation point for Tier 3 issues, ensuring rapid diagnosis and resolution of complex system faults, while proactively identifying opportunities to improve system reliability, user experience, and operational efficiency.

Requirements

High school diploma or equivalent
Proven hands-on experience supporting Google Meet hardware room solutions
Advanced troubleshooting experience with Q‑SYS platforms (Core, DSP, AV-over-IP)
Strong experience supporting Crestron control systems and scheduling platforms
Experience with AV-over-IP architectures and networked AV systems
Strong understanding of AV signal flow across audio, video, and control systems

Nice To Haves

Q‑SYS Certifications (Level 1, Level 2, Control, or UCI Designer)
Crestron Certified Programmer or Technician certifications
Experience supporting Google Meet environments at enterprise scale
Dante Level 1–3 certification or equivalent audio-over-IP experience
Experience supporting high-profile event spaces, executive boardrooms, and stage environments
Experience with Shure Microflex Wireless and MXA microphone systems
AVIXA CTS certification or equivalent

Responsibilities

Collaborate effectively with our onsite AV team members and cross-functional departments.
Provide technical support for meetings, conferences, and events.
Coordinate with internal teams and external partners regarding repairs and technical needs.
Liaise with manufacturers and vendors to facilitate repairs, including RMAs.
Develop, implement, and maintain inventory tracking systems.
Document work requests, repairs, and events within ticketing systems.
Maintain AV systems in a ready-to-use and optimized condition.
Produce reporting that demonstrates service value and performance outcomes.
Foster a positive and confident client experience aligned with client standards.
Resolves complex AV issues, including those involving specialized or proprietary systems and advanced network configurations.
Oversees daily operations, processes, and workflows; serves as the on-site point of contact for service fulfillment and issue resolution.
Tracks and reports metrics upon request, documenting tickets, performance, and activities.
Provides Tier 3 technical support to troubleshoot and resolve issues within existing technology environments.
Provide advanced support and ownership of Google Meet room environments, including Series One kits, Chromebox compute devices, touch controllers, cameras, and peripherals.
Perform system-level troubleshooting across Q‑SYS environments, including Core processors, NV-series video endpoints, DSP configuration, and AV signal flow.
Support and maintain Crestron control systems, including room scheduling panels and integrated control interfaces.
Serve as the Level 3 escalation point for complex AV issues, including: AV-over-IP systems (Q‑SYS NV-Series, networked AV distribution), Google Meet hardware provisioning, connectivity, and device failures, Control system communication and automation faults (Crestron / Q‑SYS), Audio/DSP tuning and microphone system issues.
Coordinate with internal engineering teams and OEM escalation paths for advanced issue resolution.
Provide technical support for all-hands spaces, stages, and high-visibility environments, including: LED video walls and large-format displays, Video routing, switching, and multi-camera systems, Q‑SYS-based control, DSP, and AV-over-IP architectures.
Perform proactive system health checks, firmware validation, and performance tuning across AV devices and collaboration systems.
Identify recurring technical issues through service ticket analysis and implement root cause resolution strategies.
Create, update, and manage service requests within client ITSM platforms (e.g., Jira).
Support integration and administration of AV platforms, including: Google Admin (Google Meet device management), Q‑SYS Designer and Reflect monitoring tools, Dante audio networking environment.
Act as the on-site technical point of contact for AV-related issues and escalations.
Build strong client relationships through consistent delivery and high-quality support.
Provide reporting on system performance, recurring issues, and service trends.
Support continuous improvement initiatives to enhance AV reliability and user experience.