Onsite AV/IT Engineer

About the role

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.

Responsibilities

• Audio Visual & Enterprise End User Support Specialist:
  • 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.

Qualifications

• 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

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.