The AV Support Engineer 2 is a senior professional responsible for the administration, reliability, and user experience of the enterprise Zoom environment, including Zoom Rooms and integrated AV systems. This role provides day-to-day operational support, drives continuous improvement of conferencing services, and coordinates with vendors and cross-functional teams to ensure highly available, secure, and user-friendly collaboration. The position combines hands-on troubleshooting with proactive monitoring, governance of configurations and licenses, and guidance on integrations with adjacent tools and services. As a salaried role, it requires ownership of outcomes, clear communication, and the ability to prioritize and resolve issues in a fast-paced environment.
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Administer and support the enterprise Zoom platform, including user management, policy enforcement, and feature configuration.
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Provision and validate Zoom Rooms, ensuring correct hardware profiles, room configurations, and software versions.
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Troubleshoot devices and endpoints (displays, cameras, microphones, controllers) and resolve AV/VC incidents and service requests.
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Monitor Zoom Room health, analyze recurring issues, and escalate platform-level incidents to vendors or internal teams as appropriate.
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Coordinate license assignment and optimization across users, rooms, and services in alignment with governance and cost controls.
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Respond to user support requests, deliver clear guidance and training, and document fixes and knowledge articles.
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Partner with network, endpoint, security, and facilities teams to maintain reliable conferencing experiences and ensure compatibility with enterprise standards.
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Support integrations between Zoom and adjacent tools (e.g., calendaring, identity, device management, room scheduling, digital signage).
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Maintain asset and configuration records, change documentation, and runbooks for repeatable operations.
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Participate in maintenance windows, upgrades, testing, and rollbacks to ensure stable releases and minimal user impact.
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Track KPIs and service health metrics; recommend improvements to performance, usability, and supportability.
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Bachelor’s degree in Information Technology, Engineering, or related field; or equivalent practical experience.
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3+ years of experience supporting enterprise video conferencing platforms, with a focus on Zoom administration and Zoom Rooms.
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Hands-on experience with AV hardware (displays, codecs, cameras, DSPs, microphones) and room systems.
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Experience coordinating with vendors and cross-functional teams for deployments, escalations, and lifecycle management.
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Strong proficiency in Zoom administration, including user provisioning, policy management, and Zoom Room configuration.
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Expertise in AV troubleshooting, root-cause analysis, and interpreting logs and dashboards for proactive monitoring.
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Working knowledge of enterprise integrations (calendar systems such as O365/Google, SSO/identity, network fundamentals, device management).
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Familiarity with AV best practices for room design, audio tuning, and peripheral compatibility.
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Ability to manage licenses and asset inventories; detail-oriented with strong documentation skills.
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Excellent customer service and communication skills; adept at translating technical issues for non-technical users.
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Self-directed, able to prioritize and deliver in a dynamic, operational environment with occasional after-hours support.
