Audio Video Support Technician

About the role

The Audio Video Technician is part of General Motors Core IT and supports in-person and hybrid collaboration services for internal GM teams in the Detroit, Michigan area. This is an operations-focused role responsible for delivering a high-quality customer experience across meeting rooms, live events, video collaboration spaces, streaming environments, and related audio/video technologies. This individual provides hands-on technical support for collaboration services including video streaming, video and audio switching, video collaboration rooms, Microsoft Teams, and other approved meeting platforms used within GM. The role also supports customer logistics for meetings and events and helps ensure reliable day-to-day operation of audio/video services. The successful candidate will troubleshoot issues, coordinate resolution through remote or onsite support, maintain documentation and standard operating procedures, and work closely with operations, engineering, and end-user support teams. This position requires strong customer service, sound technical judgment, and the ability to remain calm and effective in high-visibility situations. This position may require a flexible shift structure to support business needs, including coverage for video and digital signage services in a 24x7 operations environment.

Responsibilities

• Provide day-to-day operational support for audio/video and collaboration services across meeting rooms, event spaces, and related environments
• Support live and recorded events by operating video switchers and associated audio/video peripherals
• Troubleshoot and resolve issues involving audio, video, streaming, conferencing, and room technology to minimize service disruption
• Perform routine maintenance on broadcast and collaboration equipment to help prevent downtime
• Coordinate repairs, replacements, upgrades, and escalations as needed
• Monitor audio and video quality and perform quality control checks to maintain service standards
• Support collaboration platforms and products used within GM, including technologies from Cisco, Microsoft, Google, Adobe, and other approved providers
• Assist with implementation and support of solutions developed by Core IT and partner teams
• Create, update, and maintain SOPs, support documentation, and related operational materials
• Provide direct customer support for meetings, events, and service issues through remote troubleshooting, ticket handling, or onsite response
• Work collaboratively with operations, engineering, and end-user support teams to deliver reliable service
• Communicate status updates on open issues, projects, and service activities to leadership and stakeholders as needed
• Support continuous improvement through service monitoring, issue follow-up, and corrective actions
• Maintain a professional presence when supporting senior leaders, high-visibility meetings, and time-sensitive events

Requirements

• Bachelor's degree or equivalent practical experience
• Technical experience in audio/video, video conferencing, unified communications, broadcast support, or related collaboration technologies
• Experience troubleshooting video conferencing, audio systems, streaming environments, and related AV platforms
• Experience supporting commercial audio/video hardware and software
• Experience installing, configuring, and supporting PCs, peripherals, and network-connected devices
• Experience supporting live events, meeting technologies, or environments where reliable execution is critical
• Strong customer service skills with the ability to understand customer needs and communicate effectively with technical support teams
• Ability to work effectively in a fast-paced support environment and manage multiple priorities
• Experience with Microsoft Teams Rooms, unified communications platforms, and enterprise collaboration tools
• Experience with digital audio and video streaming technologies
• Familiarity with LAN/WAN-connected AV or conferencing environments
• Experience with broadcast equipment, technical facilities, or studio/event support environments
• Experience with change management, escalation management, and post-incident follow-up
• Experience supporting executive meetings or other high-visibility events
• Project coordination experience in support of AV deployments, refreshes, or service improvements
• This job may be eligible for relocation benefits.
• GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.
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