Sr. AV Support Engineer, Empire State Building

About the role

The AV Support Engineer will support audiovisual systems across The Empire State Building Observatory (ESBO), amenity lounges and conference rooms. The AV Support Engineer will provide prompt and accurate first line IT AV support, assisting with AV hardware and software-related questions, concerns, and tasks.

Responsibilities

• Operate, maintain, and troubleshoot AV systems (Crestron, Biamp Tesira, Shure, PTZ cameras, projectors, BrightSign)
• Configure and manage Dante audio networking
• Provide technical support for events and hybrid meetings (Teams/Zoom)
• Support Observatory Exhibit hardware (turnstiles, kiosks, exhibits, ticketing systems)
• Deliver executive-level support for high-visibility events
• Collaborate with IT/network teams on connectivity and cybersecurity
• Manage tickets in Salesforce and AV projects in Monday.com
• Assist with Windows 11 patching, imaging, and content updates
• Document configurations, SOPs, and maintenance schedules
• Explore emerging technologies (including AI) to improve workflows
• Provide on-site and remote AV technology support for the Empire State Building Observatory along with other systems in the ESRT portfolio
• Support and maintain the ESBO hardware including turnstiles, kiosks, exhibits, and ticket booths
• Perform daily AV system monitoring, verifying the integrity and availability of all hardware, server, and systems
• Provide technical assistance to support a wide range of ESBO events (i.e.; movie night, lighting ceremonies)
• When required, assist with supporting and preparing conference rooms/town halls and additional areas to deliver Audio Visual services
• Assist in preventative maintenance schedules of kiosk, turnstiles, and ticket printers
• Identify, troubleshoot, and resolve various technical problems and ensure service levels agreement (SLA) are upheld
• When required, provide helpdesk support for ESBO, ESRT, and building staff, including the Property Management Office, Building Engineers, Maintenance Staff, Security Staff, and Front desk
• Maintain operation, configuration, documentation of all IT related issues
• Maintain PCI and SOX compliance for the Observatory
• Provide timely responses to support requests via phone, email or in person
• Follow departmental change management processes and protocols
• Provide executive level support to ESBO and ESRT senior leadership
• Provide support for key office automation software (i.e., Office 365, Team, SharePoint, Adobe)
• Timely updates to end-users and management regarding the status of reported problems/projects
• Review helpdesk tickets and escalate as necessary based on established guidelines and procedures
• Deployment of software updates, upgrades, and hot fixes, including the imaging of new devices, as required
• Aid in the planning and deployment of new and upgraded hardware and software products
• Aid other branches of Information Technology with projects and tasks
• Carry out other duties assigned or requested by management

Qualifications

• Strong understanding of AV and IT systems, PC hardware, OS, and networking
• Strong technical aptitude and troubleshooting skills
• Outstanding communication and customer service
• Ability to manage stressful situations in a calm, courteous, and efficient manner
• Ability to make quick, clear decisions with minimal supervision
• Ability to meet deadlines and strong attention to detail
• Excellent interpersonal, oral, and written communication skills
• Detail-oriented with strong organizational skills

Skills

• Control Systems: Crestron control systems (required); programming & DM NVX distribution (preferred)
• Medialon show control systems (preferred); Barco Overture automation & scheduling (preferred)
• Audio DSP & Control: Q-SYS design, configuration, and control (required); scripting & advanced integration (preferred); Biamp Tesira DSP configuration (required); certification (preferred)
• Audio Systems & Mixing: XLR-based audio systems, signal flow, and troubleshooting (required); Audio board mixing for live, installed, and hybrid environments (preferred)
• Microphones & RF Systems: Shure wireless microphone systems setup and coordination (required); Wireless Workbench monitoring and optimization (preferred)
• Networking & AV-over-IP: Dante audio networking setup and troubleshooting (required); Level 3 certification (preferred); Basic IP networking for AV systems (required); VLANs, QoS, and managed switch configuration (preferred)
• Lighting Systems (Theatrical & Architectural): Theatrical and architectural lighting systems integration (preferred); ETC lighting control platforms (Eos family) (preferred). DMX and sACN lighting networks configuration and troubleshooting (preferred)
• Video Conferencing: Teams & Zoom support (required); room design standards (preferred)
• Digital Signage: BrightSign player setup and content publishing (required); BrightSign Network (BSN) administration (preferred)
• Show Control & Automation: Medialon-based multi-system show control integration (preferred); Barco Overture automation for synchronized AV, lighting, and media playback (preferred)
• Exhibit & Experiential Support: Exhibit fabrication maintenance and support, including AV integration during build and install (required); Coordination with fabricators, designers, and installers for permanent and temporary exhibits (preferred)

Benefits

Competitive base salary and bonus
Health/Dental/Vision insurance
Company sponsored Life, AD&D, STD (with Salary Continuation), and LTD Insurance
Voluntary Enhanced LTD Program
Voluntary Hospital, Accident, and Cancer Programs
401(k) with 100% match up to 5%
Paid parental leave
Pre-tax transit accounts
Employee Assistance Program for emotional, financial, and legal support
WELL-BEING
Generous paid time off
Employee engagement programs
Volunteer time off
Continuing education
Complimentary Empire State Building Observatory access
Complimentary gym membership and other wellness benefits
Employee Discount Programs

Pay

$100,000 - $120,000 a year

Schedule

Flexible schedule, including ability to work nights, weekends, and holidays