AV Engineer 2

Benefits

Additional Information

The AV Support Engineer 2 is a senior professional responsible for the administration, reliability, and user experience of the enterprise Zoom environment, including Zoom Rooms and integrated AV systems. This role provides day-to-day operational support, drives continuous improvement of conferencing services, and coordinates with vendors and cross-functional teams to ensure highly available, secure, and user-friendly collaboration. The position combines hands-on troubleshooting with proactive monitoring, governance of configurations and licenses, and guidance on integrations with adjacent tools and services. As a salaried role, it requires ownership of outcomes, clear communication, and the ability to prioritize and resolve issues in a fast-paced environment. Key Responsibilities Administer and support the enterprise Zoom platform, including user management, policy enforcement, and feature configuration. Provision and validate Zoom Rooms, ensuring correct hardware profiles, room configurations, and software versions. Troubleshoot devices and endpoints (displays, cameras, microphones, controllers) and resolve AV/VC incidents and service requests. Monitor Zoom Room health, analyze recurring issues, and escalate platform-level incidents to vendors or internal teams as appropriate. Coordinate license assignment and optimization across users, rooms, and services in alignment with governance and cost controls. Respond to user support requests, deliver clear guidance and training, and document fixes and knowledge articles. Partner with network, endpoint, security, and facilities teams to maintain reliable conferencing experiences and ensure compatibility with enterprise standards. Support integrations between Zoom and adjacent tools (e.g., calendaring, identity, device management, room scheduling, digital signage). Maintain asset and configuration records, change documentation, and runbooks for repeatable operations. Participate in maintenance windows, upgrades, testing, and rollbacks to ensure stable releases and minimal user impact. Track KPIs and service health metrics; recommend improvements to performance, usability, and supportability. Education and Experience Bachelor's degree in Information Technology, Engineering, or related field; or equivalent practical experience. 3+ years of experience supporting enterprise video conferencing platforms, with a focus on Zoom administration and Zoom Rooms. Hands-on experience with AV hardware (displays, codecs, cameras, DSPs, microphones) and room systems. Experience coordinating with vendors and cross-functional teams for deployments, escalations, and lifecycle management. Knowledge, Skills, and Abilities Strong proficiency in Zoom administration, including user provisioning, policy management, and Zoom Room configuration. Expertise in AV troubleshooting, root-cause analysis, and interpreting logs and dashboards for proactive monitoring. Working knowledge of enterprise integrations (calendar systems such as O365/Google, SSO/identity, network fundamentals, device management). Familiarity with AV best practices for room design, audio tuning, and peripheral compatibility. Ability to manage licenses and asset inventories; detail-oriented with strong documentation skills. Excellent customer service and communication skills; adept at translating technical issues for non-technical users. Self-directed, able to prioritize and deliver in a dynamic, operational environment with occasional after-hours support.

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Company Intel

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