AV Break-Fix Technician

WHAT YOU WILL DO

The AV Break-Fix Technician is responsible for maintaining operational health, reliability, and performance of enterprise Audio Visual (AV) systems across three New York City locations and one New Jersey location. This role provides hands-on break-fix support, preventative maintenance, system lifecycle management, and technical validation for collaboration technologies supporting conference rooms, executive spaces, and training rooms, event venues, and other business-critical AV environments. The technician serves as the primary on-site escalation point for complex AV issues and partners closely with Engineering, IT, Facilities, Project Managers, vendors, and integration partners to ensure systems remain reliable, supportable, and operationally ready. The role also supports special projects throughout the Americas, including technology refreshes, system upgrades, office expansions, and new AV deployments.

KEY RESPONSIBILITIES:

• Serve as the primary on-site escalation point for complex AV and in-room collaboration technology issues across three New York City locations and one New Jersey location.
• Troubleshoot, diagnose, and resolve AV hardware, software, control system, audio, video, signal flow, collaboration platform, and AV networking issues.
• Restore AV systems to operational status with minimal disruption to business operations.
• Update, document, escalate, and resolve assigned service tickets daily while maintaining accurate service records.
• Perform root cause analysis and identify recurring issues to improve long-term AV system reliability.
• Perform and own preventative maintenance activities, including MPR maintenance, room audits, maintenance schedules, reports, logs, and lifecycle records.
• Coordinate firmware, software, and system update schedules across supported AV technologies.
• Track equipment health, maintenance history, warranty status, and lifecycle information.
• Initiate and manage manufacturer RMAs, warranty replacements, and vendor repairs when equipment cannot be repaired on-site.
• Support technical evaluation, validation, testing, commissioning, deployment, and operational acceptance of AV technologies and newly deployed rooms.
• Partner with Engineering, IT, Facilities, Project Managers, AV integrators, vendors, contractors, and business stakeholders to maintain operational readiness and service quality.
• Maintain accurate technical documentation, asset information, support records, and service reporting.
• Support approved special projects throughout the Americas, including technology refreshes, upgrades, office expansions, and new AV deployments.

ESSENTIAL CRITERIA:

• CTS, CTS-D, Dante Certification, or equivalent AV industry certifications.
• Formal education in Electronics, Engineering, Information Technology, or a related technical field.
• Experience supporting enterprise AV environments across multiple office locations.
• Experience supporting executive conference rooms, event spaces, and mission critical collaboration environments.
• Experience with enterprise AV monitoring and management platforms.
• Extensive knowledge of current AV technologies and industry trends.
• Demonstrated commitment to operational excellence, continuous improvement, and delivering exceptional user experiences