AV Engineer - Break/Fix

What You Will Do:

The Field Engineer for Event and Specialty Spaces supports the operational readiness, maintenance, and break/fix resolution of audio-visual systems in high-impact venues, event spaces, customer experience environments, broadcast-adjacent rooms, and other specialty collaboration spaces. This position focuses on rapid diagnosis, hands-on remediation, preventative maintenance, and escalation support to ensure spaces remain reliable, event-ready, and aligned with AV Builds standards. Additional responsibilities include supporting event operations teams before, during, and after priority events; coordinating with engineering and vendor partners on recurring issues; and contributing to documentation, standards, and process improvements that improve service quality across specialty AV environments.

Key Responsibilities:

Event and Specialty Space Break/Fix Support:

• Provide hands-on troubleshooting and remediation for AV issues impacting event spaces, experience centres, specialty rooms, and complex collaboration environments.
• Respond to escalated incidents requiring field engineering support, including audio, video, control, routing, conferencing, projection, lighting, and signal path issues.
• Perform diagnostics using onsite tools and remote access methods across Mac, Windows, Linux, AV control, and network-connected systems.
• Restore service quickly while documenting symptoms, actions taken, root cause indicators, and follow-up needs in the ticketing system.
• Escalate unresolved, recurring, or high-impact issues to the Lead Field Engineer as the first internal escalation point.

Event Readiness and Operational Support:

• Complete venue and specialty space equipment sweeps prior to priority events, confirming critical systems are functioning as expected.
• Support event operations technicians with technical issues related to event spaces before, during, and after events.
• Act as field engineering support for large, executive, visitor-facing, and special events when deeper technical expertise is required.
• Participate in and support User Acceptance Testing (UAT) for new Event and Specialty spaces, validating operational readiness, user experience, and handover requirements before spaces enter production use.

Preventative Maintenance and System Reliability:

• Execute scheduled preventative maintenance on AV hardware, software, cabling, routing, control systems, and room peripherals.
• Identify system degradation, repeat failures, aging equipment, and operational risks before they impact events or user experience.
• Support approved changes, firmware updates, configuration updates, and equipment upgrades to deployed specialty space systems.
• Maintain reliable operational standards across event and specialty spaces through consistent checks, reporting, and follow-through.

Inventory, RMA and Equipment Logistics:

• Organise, document, and maintain spare equipment inventory required to support rapid break/fix response in event and specialty spaces.
• Track RMAs, serviced equipment, outgoing and returning parts, and provide status updates to the team to support timely restoration of service.

Documentation, Trend Analysis and Continuous Improvement:

• Create and maintain technical documentation, support runbooks, known issue records, and room-specific reference materials.
• Track incidents and service data to identify trends, recurring failures, and opportunities for engineering remediation.
• Coordinate with AV engineering, operations, and third-party vendors to resolve systemic issues and improve supportability.
• Follow the defined escalation process by engaging the Lead Field Engineer for triage guidance, prioritisation, and coordination before escalation to engineering, vendor, or leadership teams.
• Train or brief operations team members on system usage, common failure modes, and support workflows as needed.
• Support continuous improvement of maintenance workflows, escalation processes, checklists, and service documentation standards.

Essential Criteria:

• 3-5 years of experience with AV field engineering, event technology support, systems integration, commissioning, or advanced AV maintenance.
• Strong technical troubleshooting skills across AV control systems, DSPs, signal routing, conferencing platforms, projection, displays, lighting, cabling, and network-connected AV devices.
• Experience supporting live events, executive meetings, visitor-facing spaces, or other time-sensitive production environments.
• Excellent communication, customer interaction, organisation, and time management skills, with the ability to manage multiple priorities at one time.
• Ability to operate cross-functionally with AV operations, engineering, vendors, and internal stakeholders in a professional, responsive, and service-oriented manner.
• Eligible, willing, and able to work flexible hours and travel when required to support events, escalations, or site needs.

Desirable Criteria:

• AVIXA CTS Certification.
• Q-Sys Certification
• Experience with enterprise event spaces, specialty AV environments, or live event production support.