IT and AV Support Technician

The L1 + AV Technician will provide onsite support for desktops, audio-visual systems, basic network/infra checks, and conference room operations. The technician will perform troubleshooting, coordinate with remote teams and vendors, and ensure smooth day-to-day operations across the site.

Working Model: This is a Dispatch support / on-need basis / Part Time position in Burlington, MA where once there is a ticket raised at the client site, we will inform you at least 24 hours prior for the next on-site visit to troubleshoot and resolve the ticket and the number of visits in a month is not fixed as it is totally depend on number of tickets that will be raised in that particular month so, it might be 1, 2 or 3 etc. The minimum working hours for every visit are two hours. The volume of on-site visits is not very heavy so you can take this as a second project too, if you are currently employed and can manage both the positions simultaneously. Support will be between weekdays M F, if anything comes outside of it, we will inform you.

Responsibilities

• Perform desktop and notebook troubleshooting, including warranty repair coordination and break-fix activities.
• Manage and track loaner/spare devices using customer-provided systems.
• Provide L1 AV support for meeting rooms, including device checks, resets, room readiness, and basic hardware troubleshooting.
• Manage conference room accounts (add/remove users, password resets, ownership updates).
• Assist with basic troubleshooting of corporate printers (toner replacement, waste cartridge changes).
• Provide smart-hands assistance for onsite infrastructure and network checks (ports, cabling, patch panels, access points, power verification, device resets).
• Coordinate with third-party vendors and procurement teams when required.
• Support equipment replacement or reset during failures under guidance from central IT.
• Ability to work at height when required (ladder/lift).
• Maintain communication with onsite/offsite teams to report changes, issues, or updates.
• Ensure proper coverage during leaves and follow site operational processes/SOPs.

• 2 4 years of experience in IT and AV support.
• Hands-on troubleshooting experience with desktops, laptops, and meeting room devices.
• Basic understanding of network fundamentals (LAN ports, cabling, patching, device resets).
• Familiarity with conferencing platforms (Microsoft Teams, Zoom, Webex).
• Ability to perform physical tasks, including lifting equipment and working at height.
• Strong communication, customer service, and documentation skills.
• Ability to follow SOPs, ticketing processes, and escalation guidelines.

Good-to-Haves

• Experience using ITSM tools (ServiceNow, Jira).
• Exposure to AV control systems or room management systems.
• Basic understanding of AV-over-IP or networked AV environments.
• Experience working in enterprise or fast-paced onsite environments.
• Entry-level certifications (CompTIA A+, ITIL Foundation, basic AV training).
• Audio Visual Support
• Basic understanding of networking and TCPIP
• Basic understanding of fiber, copper, network infrastructure
• Crestron Fusion
• Hardware support
• Experience working with technologies such as Extron, Crestron, Fusion, Managed Teams Room devices
• Ability to explain networks and connection types and troubleshoot multiple connection types (Home or Corp)
• Ability to explain work with and differentiate between different connection types & troubleshoot connectivity
• Skilled Communications "Specialist, " known for delivering clear and succinct messages without disclosing internal details.
• Experience working in an enterprise environment with Crestron/Fusion at the server and application layer
• Experience supporting Microsoft, Lenovo, Client, Dell & Apple Certified
• CompTI certA A+
• OEM Certifications