Cisco AV Support Engineer

Responsibilities:

• Coordinate and manage AV-related tasks, including distributing tickets, handling ad-hoc audio-visual requests, and supporting video conferencing needs.
• Regularly update and maintain on-site audio-visual Standard Operating Procedures (SOPs).
• Keep an inventory of all supported meeting rooms, conference suites, and the associated AV equipment.
• Assist in compiling and providing data for reporting purposes as required.
• Support routine user training sessions to enhance understanding of AV tools and processes.
• Handle daily administrative tasks and fulfill additional responsibilities as assigned.
• Install, troubleshoot, maintain, and service industry-standard AV systems alongside other computer-related equipment in meeting spaces and conference suites.
• Carry out tasks as directed by the Help Desk, Service Desk, or using predefined scripts and standard tools and methodologies.
• Manage and monitor AV-related tickets through the client’s ServiceNow system.
• Deliver technical assistance to users, resolving AV issues that arise during installation or use of supported products.
• Provide desk-side support with a focus on delivering excellent customer service.
• Potentially oversee smaller projects with limited project management responsibilities.
• Execute installations, moves, additions, and changes (IMAC) for AV equipment as required.
• Conduct routine inspections to ensure all AV equipment is properly set up and functioning as intended.
• Follow up on unresolved issues, escalating problems when necessary.
• Collaborate with local Facilities Management teams and third-party vendors to resolve issues, including escorting OEM or vendor support personnel.
• Ensure adherence to client-specific Service Level Agreements, updating incident and request tickets within the tracking system as appropriate.

Key Qualifications:

• Proven experience in a similar AV support role.
• Solid knowledge of Cisco Audio-Visual and Video Conferencing systems.
• Skilled in installing, configuring, diagnosing, and resolving AV and IT hardware/software issues.
• Strong ability to plan and manage workloads effectively, even under pressure.
• High level of computer literacy and technical competence.
• Team-oriented with excellent verbal and written communication skills.