IT Support Engineer (AV)

Intercontinental Exchange, Inc. (ICE) is a leading operator of global exchanges, clearing houses, data, and listings services. We connect businesses around the world to unique opportunities in markets that drive the global economy. We are a diverse and inclusive company that values innovation, collaboration, and excellence. ICE team members work across departments and traditional boundaries to innovate and respond to industry demand.

The Enterprise – Conferencing Technology team is looking for an experienced AV/VC IT Engineer to support local and global initiatives. This position requires solid experience and knowledge in design, installation, programming, and project engagement in Audio‑Visual (AV) systems. The responsibilities also extend to a comprehensive background and expertise in Video Conferencing (VC) solutions and supporting platforms including Zoom and MS Teams. Qualified candidates must demonstrate technical proficiency, professionalism, a solid communication skillset, and the ability to work independently with minimal supervision. They should be self‑starters and quick learners who are not afraid to ask questions, and be able to resolve issues promptly in a high‑pressure environment.

Responsibilities

• Troubleshoot and support Collaboration meetings – Zoom, Teams, Webex, etc.
• Contribute to design, implementation and support of all conference rooms and meeting spaces.
• Proactively provide local/remote technical support to all AV/VC services across the enterprise, including local, virtual/cloud and large conferencing events.
• Troubleshoot/remediate first‑ and second‑line issues in a timely manner while ensuring all activities are logged in ServiceNow for incident management.
• Support site installation, upgrades, normalization and decommissioning of all AV and VC equipment, coordinating physical access, network connectivity, power, contractor work, and other dependencies.
• Work with AV vendors to ensure devices are installed, configured and tested appropriately.
• Audit and maintain an inventory of all conference‑room data, hardware and license management.
• Ensure all applicable devices and services are monitored and alerts acknowledged/addressed within set SLAs.
• Assist with preventative maintenance visits to review existing hardware/software solutions, ensuring rooms are patched, serviced and consumables replaced.
• Asset life‑cycle management and procurement of all AV/VC equipment in conference rooms.
• Fully support company‑wide town‑hall and events.
• Participate in an on‑call rotation for after‑hours and weekend support.
• Work with internal teams and project managers on small‑scale projects.
• Assist with incident, BCP and change management activities.
• Partake in POC evaluations and assessment of new products and services.
• Collaborate with UX and other teams to create, review and update end‑user training material and operational documentation.

Required Qualifications

• College/University degree in IT, Information Systems, Multimedia or related discipline in Audio/Video multimedia engineering is highly desirable.
• Endpoint/Collaboration certifications in Zoom, Microsoft or Cisco platform (e.g., Cisco Webex, Zoom Certified Professional, Microsoft 365 Certified: Teams Fundamentals, Microsoft Certified: Teams Administrator Associate, Cisco CCNP, Polycom Certified Support Specialist, Polycom Certified Telepresence Engineer) are highly desirable.
• Exposure in a medium to large sized organization supporting an AV/VC environment.
• Solid on‑site experience in contributing to conference‑room upgrades and new installations.
• Familiarity with operation, installation principles of commercial AV and VC systems with control processors, room schedulers, microphones, video‑wall displays, matrix switchers, VC cameras & codec, audio DSPs and digital signage.
• Competency with system schematics, cable pull schedules and high‑level/low‑level architectural drawings.
• Competency in AV/DSP/microphone administration and audio tuning, including configuration, scripting, audio/video calibration and support of Biamp, Shure, Crestron, Q‑Sys, Sennheiser, Extron, Lightware technologies.
• Experience with installation and administration of Video Conferencing equipment including Cisco Room Kits, Poly X50/X70/G7500, DTEN, Logitech and QSC endpoints.
• Experience in administering and supporting cloud‑based collaborations with Zoom and Microsoft Teams Rooms.
• Experience in configuring and supporting large audio and video town halls and webinars.
• Knowledge in remote monitoring, alerting and automation technologies and workflows.

Desirable Qualifications

• AV device certifications in Crestron, Extron, Biamp, Lightware or an approved AV installation/integrator program.
• Certification in Q‑Sys Design & control and Audinate Dante level 1/2 or higher.
• Exposure to ServiceNow, SLAs, change and incident management practices.
• Lua, Python, Crestron Programming (SIMPL, S+, S#).
• Experience with REST APIs, JSON, scripting.
• Understanding of AV/SIP networking protocols including audio/video signal flow, SIP, Dante, AVB, AES‑76.
• Strong knowledge of Microsoft Office and other collaboration tools.
• Basic knowledge of AV/DSP/microphone administration and audio tuning (Biamp, Shure, Crestron, Q‑Sys, Sennheiser, Extron, Lightware).
• Proficient understanding of TCP/IP, LAN, firewalls, multicast over IP, DHCP services.
• Proficient understanding of client/server fundamentals with Windows/Linux and appliance‑based platforms.
• Foundational experience with Dante Domain Manager and Controller.
• 1‑2 years administration in Zoom admin portal.
• 1‑2 years administration in Webex Control Hub portal.
• 1‑2 years administration in Microsoft Admin portal.
• Foundational exposure with Poly Lens.
• Foundational knowledge of QSC Designer/Administrator.

Seniority Level: Not Applicable

Employment Type: Full‑time

Job Function: Information Technology