Onsite IT Engineer - IT/AV Support

The Onsite Maintenance Engineer will work in partnership with the customer, management team, global helpdesk, and SIG teams to provide on premises support for AVI-SPL customers at customer site(s) with the end goals of delivering a world-class Customer Service experience., The Onsite AV/IT Engineer will work in partnership with the Customer, management team, Global Helpdesk, and SIG teams to provide on premises support for AVI-SPL customers at customer site(s) with the end goals of delivering a world-class Customer Service experience.

Day-To-Day Responsibilities: Audio Visual & Enterprise End User Support Specialist

Audio Visual (AV) & Unified Communications (UCC) Support

• Perform preventative maintenance and corrective repairs across customer environments, including testing, troubleshooting, repairing, and replacing AV/IT cabling and hardware components.
• Maintain and optimize AV and UCC equipment, including displays, cameras, and cooling systems, to ensure peak system performance and reliability.
• Document all service activities, system configurations, and changes with accuracy and attention to detail.
• Upload, download, and execute minor updates to AV control system programming as needed.
• Provide onsite field support for network-connected AV systems, including IP-based devices and routers.
• Deliver professional client engagement by collaborating effectively with internal teams, partners, and customer stakeholders in alignment with AVI-SPL service standards.
• Conduct end-user training sessions and system walkthroughs to support adoption and proper use of technology.
• Adhere strictly to all safety standards, site policies, and regulatory requirements while working onsite.

Technical & Enterprise IT End User Support

• Serve as a primary point of technical support by identifying, triaging, diagnosing, and resolving complex issues across in-person and remote channels (phone, chat, email).
• Troubleshoot and support a broad range of technologies, including hardware, software, operating systems, user accounts, mobility solutions, and specialized environments.
• Fulfill end-user hardware requests, including device deployment, setup, and basic troubleshooting for assigned locations.
• Escalate unresolved issues appropriately to advanced support teams, engineering groups, or third-party vendors to ensure root-cause resolution.
• Advocate for end users by delivering an exceptional support experience and ensuring timely, complete resolution of issues.
• Partner with local and remote teams to support daily operations, service requests, and enterprise-level technical projects.

Additional Considerations

• Work hours and location may vary based on client needs and business requirements; travel to multiple sites may be required.
• Work environments may include active office spaces, technical environments, or construction-related sites.

• Strong communication skills with the ability to effectively interact with customers, employees, and cross-functional teams
• Proven ability to work independently, prioritize tasks, and meet deadlines
• Proficiency in the safe use of hand and power tools, including soldering and connector termination
• Intermediate computer and IT support knowledge
• Foundational understanding of AV signal flow (audio, video, and control systems)
• Experience providing desktop/end-user technical support
• Valid driver’s license with an acceptable driving record
• High school diploma or equivalent
• 1-3 years of audiovisual integration experience (preferred baseline)
• 2-3 years of enterprise end-user support experience

Preferred (Nice-to-Have)

• Formal education in electronics or a related technical field

• AV Industry certifications or training, such as:

• AMX: Intro to Networking for AV Professionals
• Crestron: Professional Installation Certification
• Extron: AV Associate Certification
• AVIXA: Quick Start to the AV Industry
• AVIXA: CTS (Certified Technology Specialist)

Strong knowledge of:

• Windows and macOS operating systems
• Microsoft Office / Microsoft 365 applications
• Basic networking knowledge:

• TCP/IP, DNS, DHCP, VPN

• Experience with:

• Active Directory (user account management, permissions)
• Ticketing systems (ServiceNow, Jira, Zendesk, etc.)
• Hardware troubleshooting:
• PCs, laptops, printers, mobile devices
• Software installation, updates, and configuration
• Remote support tools (e.g., Remote Desktop, TeamViewer)

• Medical benefits, including vision and dental
• Paid holidays, sick days, and personal days
• Enjoyable and dynamic company culture
• Training and professional development opportunities

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevateexperiences,create new value, and enableorganizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.