Senior AV Support Specialist

Overview

Provide global AV support & administration for Crestron conference and collaboration spaces.

Key Responsibilities

• ticket management
• av upgrade
• firmware patching
• room support
• event support
• data analysis

Tasks

-Own and manage ServiceNow tickets from open to close for incidents, requests, problems, and changes; document resolutions and create knowledge articles to improve mean time to resolve. -Upgrade and configure AV systems including Crestron DM, NVX, Flex UC Engines, video bars, microphones, speakers, and Automate VX systems; perform initial software and firmware updates. -Maintain internal AV systems by scheduling firmware patches and managing devices through the XiO Cloud portal. -Deliver in-person and remote support for Crestron-based rooms (daily checks, health monitoring, break/fix), prioritizing executive and high-profile spaces. -Provide AV support for global company events such as town halls and all-hands meetings. -Collect and interpret system-level data for analysis with strong attention to AV signal flow and integration details. -Provide first-level AV support both onsite and remotely across USA, APAC, and EMEA to ensure global continuity of service. -Create intranet how-to guides, short videos, and announcements to promote room capabilities and best practices; deliver live and virtual user trainings. -Support after-hours maintenance and on-call duties as needed to ensure AV system reliability. -Collaborate with internal teams to configure and implement Crestron hardware in offices, huddle spaces, conference rooms, and open areas across campus.

Requirements

• dante
• crestron
• m365
• tcp/ip
• bachelor's
• stakeholder management

What You Bring

-Ability to field after hours maintenance/on call as needed -Dante proficiency for audio over IP systems; capable of designing, commissioning, and troubleshooting multi zone Dante networks -Ability to work independently and as part of a team -Strong networking fundamentals: TCP/IP, VLANs, DHCP/DNS, multicast, QoS/DSCP, and packet analysis; ability to implement/verify Teams QoS end to end -Associates or Bachelor's degree in Information Technology or equivalent experience is preferred -Provided enterprise AV/UC support with at least 5+ years focused on Crestron ecosystems (design familiarity a plus). -Microsoft 365/O365 administration experience: Teams (TAC), Teams Rooms, Intune, Exchange/Room mailboxes, Entra ID, and Active Directory -Exceptional communication and stakeholder management; ability to translate technical issues for non technical audiences and partner closely with Tech Support and Engineering -Expert‑level hands‑on with Crestron software (Toolbox, SIMPL/ SIMPL+, VisionTools Pro‑e, Crestron Remote, AV Framework) and hardware (AirMedia, control processors, DM/DMPS, NVX, touch panels, UC Engine, Automate VX) -Ability to troubleshoot programs written in native Crestron platforms -Crestron control processor programming -Experience managing large fleets via Crestron XiO Cloud (incl. Premium tier features/analytics) and legacy Fusion -Ability to read and interpret intricate design system schematics, bill of materials and floor plans

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About Crestron Electronics

-a pioneer in the world of automation and control systems. -specializes in creating integrated solutions that bring together technology, design, and functionality. -offers sophisticated solutions for smart homes, corporate boardrooms, and other environments. -produces cutting-edge products that streamline and enhance control over audio, video, lighting, HVAC, and security systems. -known for seamless integration with hundreds of technologies, ensuring top-tier performance and scalability. -offers custom-designed systems, providing personalized experiences to clients worldwide. -undertakes notable projects such as world-class stadiums, luxury residences, large-scale commercial buildings, and high-tech theaters. -is distinguished by its commitment to innovation and exceptional customer service. -develops unique products including touchscreens, remotes, and software solutions. -is recognized as a global leader in the automation sector.

Sector Specialisms