Junior Even & AV Services Technician

Job Description

Job Title

Junior Even & AV Services Technician

Position Overview

The Junior Event & AV Services Technician supports the delivery, setup, and maintenance of video conferencing and audiovisual services across the organization. Working under the guidance of senior technicians and the IT Video Team, this role assists with event support, incident resolution, and equipment readiness while building hands-on technical expertise. The role also contributes to process improvement by exploring and applying AI tools to enhance service delivery.

Qualifications

• Bachelor's degree or diploma in Computer Science, Information Systems, or a related field — or equivalent work experience.
• Typically 1 to 3 years of related experience in IT support, AV, or video conferencing (internships, co-ops, or hands-on lab experience considered).
• Proficient in Microsoft 365 applications, including Microsoft Teams, PowerPoint, and Outlook.
• Basic understanding of networking and network protocols.
• Relevant certifications (e.g., CTS, CompTIA A+/Network+, Microsoft Teams) are an asset.

Key Responsibilities

• Assist in operating, maintaining, and setting up video conferencing equipment, test environments, and infrastructure.
• Use ServiceNow to log and track incidents, service tickets, and change requests.
• Schedule, set up, and disconnect video conferences for internal and external meetings.
• Provide first-level troubleshooting for video conferencing and AV incidents, escalating complex issues to senior technicians.
• Process routine service requests within the Video and Event Services area.
• Support live events such as All Hands and Townhalls, assisting with audio and video equipment operation.
• Help prepare Run of Show documents, attendance reports, and IT equipment readiness checklists for the AV production team.
• Conduct equipment audits as needed.
• Follow defined processes and standard operating procedures.
• Assist senior staff in working with 3rd-party vendors to troubleshoot issues.
• Explore and apply AI tools to identify and develop use cases that streamline workflows, improve troubleshooting, and enhance overall service delivery and the end-user experience.

Technical Skills (Developing / Working Knowledge)

• Familiarity with video infrastructure and endpoint equipment such as Microsoft Teams Rooms, Poly Endpoints, Zoom Rooms, and Cisco Endpoints (exposure to Cisco CUCM, TMS, or Expressways is a plus).

Experience with, or willingness to learn, meeting platforms

Zoom, Microsoft Teams, and Cisco WebEx (meetings, webinars, and live events).

• Basic ability to set up, connect, and troubleshoot AV equipment including cameras, microphones, projectors, touchscreens, and monitors.
• Exposure to (or interest in learning) live-event AV systems such as Crestron, Extron, Biamp, digital audio mixers, video switchers, and lighting boards.
• Awareness of media encoders such as Wirecast or OBS, and of eCDN / enterprise video collaboration concepts.
• Interest in leveraging AI-powered tools and automation to support IT and AV service processes.
• Comfortable working with cables, extenders, and audio/video peripherals from vendors such as Shure, QSC, Netgear, Epson, and Samsung.

Soft Skills & Attributes

• Eager to learn, with a self-starter attitude and the ability to work both independently and as part of a team.
• Good time management, prioritization, and multitasking skills.
• Clear written and verbal communication skills, with the ability to interact professionally with end users and the IT team.
• Collaborative mindset — supports operations and support teams to help improve processes, drive efficiencies (including through AI-driven solutions), and enhance the user experience.