L1 Audio-Video (AV) Support Engineer

We are looking for an L1 Audio-Video Support Engineer to provide first-level technical support, monitoring, troubleshooting, and maintenance of AV and video conferencing systems. The candidate will ensure the smooth functioning of meeting rooms, boardrooms, conference rooms, training rooms, and townhall setups by resolving routine AV issues and escalating complex technical problems to the L2/L3 team or OEM support.

Key Responsibilities

Audio-Video System Support

• Provide first-level support for AV systems installed in meeting rooms, boardrooms, conference rooms, and townhalls.
• Troubleshoot basic audio issues, including no sound, low volume, microphone issues, speaker output, and audio feedback.
• Troubleshoot video issues such as no display, blank screens, incorrect input selection, and resolution mismatch.
• Check and operate displays, projectors, LED walls, video switchers, and AV control systems.
• Perform basic checks of microphones, speakers, amplifiers, DSPs, and audio processors.
• Verify signal connectivity between AV sources, displays, codecs, and peripheral devices.

Video Conferencing Support

• Provide first-level support for Cisco Room Kit, Room Bar, Room Kit EQ, Room Navigator, and similar video conferencing systems.
• Assist users with Microsoft Teams, Zoom, and other supported video conferencing platforms.
• Troubleshoot camera, microphone, speaker, content-sharing, and meeting connectivity issues.
• Verify codec and touch-panel status and perform basic troubleshooting.
• Assist users in starting meetings, sharing content, adjusting audio levels, and operating room controls.
• Escalate recurring or complex video conferencing issues to the L2/L3 team or OEM.

AV Equipment Monitoring and Preventive Maintenance

• Perform daily or scheduled checks of AV equipment and meeting rooms.
• Verify power status, cable connectivity, device status, and basic system functionality.
• Check wireless microphone battery levels and receiver status.
• Perform basic operational checks of amplifiers, DSPs, microphones, speakers, and displays.
• Report faulty equipment, damaged cables, loose connections, and recurring issues.
• Support preventive maintenance and scheduled AV system testing.

Incident and Service Request Management

• Respond to user complaints and service requests within defined SLAs.
• Log incidents and service requests in the ticketing system.
• Perform initial diagnosis and resolve routine issues.
• Maintain accurate incident notes, troubleshooting steps, and resolution details.
• Escalate unresolved issues with relevant logs, photos, error messages, and observations.
• Coordinate with senior engineers, OEM support teams, and customer IT teams as required.

Physical Connectivity and Onsite Support

• Check HDMI, USB, Ethernet, audio, speaker, and microphone connections.
• Verify power connections and basic rack equipment status.
• Assist with equipment installation, cable dressing, rack organization, and device replacement.
• Support AV system testing, commissioning, and handover activities under senior engineer guidance.
• Maintain equipment inventory, room checklists, cable labels, and basic system documentation.
• Follow customer site policies, safety procedures, and change management processes.

Customer and Meeting Room Support

• Provide prompt and professional support to users during meetings and presentations.
• Ensure meeting rooms are operational before scheduled meetings.
• Assist users with AV system operation and basic troubleshooting.
• Coordinate with room owners and customer IT teams to minimize meeting disruptions.
• Maintain professional communication and provide timely updates on unresolved issues.

Required Technical Skills

• Basic understanding of audio-video signal flow and AV system components.
• Knowledge of microphones, speakers, amplifiers, DSPs, audio mixers, and wireless microphone systems.
• Basic understanding of HDMI, USB, DisplayPort, Ethernet, and audio connectivity.
• Familiarity with video conferencing systems such as Cisco, Poly, Logitech, or equivalent.
• Basic knowledge of displays, projectors, LED walls, and video distribution systems.
• Ability to identify common audio issues, video issues, connectivity failures, and power-related problems.
• Basic knowledge of AV control systems and touch panels.
• Familiarity with ticketing tools, incident reporting, and preventive maintenance checklists.

Educational Qualifications and Experience

• Diploma or bachelor's degree in Electronics, Electrical Engineering, IT, Audio-Video Technology, or a related field.
• 1-3 years of experience in AV support, video conferencing support, or IT/AV infrastructure operations.
• Experience supporting corporate meeting rooms and conference rooms is preferred.
• Relevant manufacturer training or certifications are an advantage.

Required Soft Skills

• Good communication and customer-handling skills.
• Strong troubleshooting and problem-solving abilities.
• Professional conduct and a customer-service-oriented approach.
• Ability to work independently on routine issues and coordinate with senior engineers.
• Willingness to work onsite and provide support during scheduled meetings or planned maintenance, as required.