AV Technical Support Specialist – Level 2
Reports to: Technical Support Manager
AV Support Tech Purpose & Overview
Unified Communications is looking for a proactive and customer-centric AV Technical Support Specialist (TSS). The role would be focused on by providing technical support and solutions for complex issues with equipment in video conferencing (AV) and telephony. The TSS would be the primary point of contact for clients, OEM, and cross-functional departments on technical issues. This role also requires the candidate to be able to multi-task, problem-solve, and provide excellence communication and troubleshooting skills to the client.
About Unified Communications
Unified Communications (UC) was founded in 1982; the primary focus was telephony. UC was one of the leaders when it came to telephony needs no matter how big the company. As technology evolved so, in 2005 we broke into the video conferencing market. Our goal is to be the primary point of contact globally for all companies, big or small for their collaboration and technology needs.
We live by the following Core Values:
- Leadership – Lead with transparency, courage and heart
- Agility – Be agile, flexible, and focused
- Innovation – Evolve faster than technology
- Curiosity – Explore, learn and share every day
- Excellence –Deliver amazing customer experiences
- Relationship –Build strong, lasting relationships.
Key Responsibilities
- Provide first-line technical support for AV systems, video conferencing platforms (Microsoft Teams, Zoom), and related hardware/software via phone, email, and chat.
- Diagnosing and resolving issues involving AV equipment, audio/video conferencing, digital signage, structured cabling, and wireless network connectivity.
- Configure, test, and support AV systems, including cameras, microphones, displays, and control systems, ensuring readiness for client use.
- Deliver customer training and guidance on product functionality, troubleshooting, and best practices.
- Maintain accurate support documentation, knowledge base articles, and case records.
- Collaborate with installation teams, technical specialists, and OEM partners to resolve complex issues and escalate critical problems when necessary.
- Ensure high levels of customer satisfaction through timely issue resolution and professional communication.
Qualifications & Requirements Certifications
- Q-SYS Certifications Prefered.
- Additional AV, UC, telephony, or OEM certifications (Crestron, Extron, Logitech, Cisco, Poly, Zoom, etc.) are highly desirable.
- Microsoft Teams Administrator Associate (MS-700) certification preferred.
- OSHA 10 and/or 30 is highly desirable
Experience / Technical Expertise
- 7+ years of experience supporting Audiovisual (AV), Unified Communications, video conferencing, and enterprise collaboration technologies.
- Strong expertise with Q-SYS Designer, Crestron Toolbox, Microsoft Teams, Zoom, Google Meet, PowerShell, and basic IP networking.
- Proven experience configuring, testing, troubleshooting, and maintaining AV systems, conference room technologies, and AV control platforms.
- Experience providing remote support for system deployments, commissioning, and installation teams.
- Ability to interpret wiring diagrams, schematics, and Bills of Materials (BOMs).
- Experience using CRM, ticketing, and service management platforms to track and resolve technical issues.
- Strong technical documentation skills, including creating knowledge base articles, procedures, and troubleshooting guides.
- Live event production experience with Microsoft Teams and/or Zoom is preferred.
- Excellent analytical, problem-solving, communication, and customer service skills, with the ability to effectively engage and collaborate with stakeholders at all levels of the organization—from frontline technicians and end users to senior leadership and executive-level stakeholders
- Capable of working independently and collaboratively in a fast-paced, customer-focused environment.
Additional Work Conditions:
- Ability to lift 50 lbs. and travel throughout the Houston area to provide onsite technical support and maintenance.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Parental leave
- Referral program
- Vision insurance
Work Location: In person
