Onsite Support Specialist

Job Summary:

The Onsite Support Specialist provides daily technical support for integrated audiovisual (AV) and conferencing systems at a client site in downtown Boston. This role ensures the seamless operation of AV solutions by conducting system checks, assisting users, and troubleshooting issues in real time.

The ideal candidate has hands-on experience with AV technologies in a commercial environment, excellent customer service skills, and the ability to work independently while maintaining professionalism in a fast-paced setting. A strong work ethic, a collaborative mindset, and the ability to build relationships with a wide range of users are essential.

Responsibilities:

System Support & Training

• Perform daily system checks to ensure all AV equipment is operational prior to meetings.
• Provide real-time support for AV and conferencing systems during scheduled meetings.
• Troubleshoot and resolve equipment issues to minimize downtime.
• Escalate or report issues requiring further support or replacement to the designated contact.

User Support & Training

• Assist users with AV equipment setup and operation.
• Deliver ad-hoc training and walkthroughs for conference room technology.
• Provide ongoing room system training and conduct firmware updates as needed.
• Respond to support tickets and user inquiries in a timely and professional manner.

Documentation & Communication

• Maintain clear documentation of recurring issues and support activities.
• Recommend improvements to AV systems and support processes based on observed trends

Qualifications:

• 1–3 years of experience in AV, IT support, or a customer-facing technical role.
• Strong organizational and communication skills.
• Working knowledge of AV signal flow, DSPs, and audio/video conferencing.
• Proficiency with Microsoft Teams, Zoom, Google Meet, Webex, and related hardware.
  • Experience with:
    • Shure wireless microphone systems and RF fundamentals
    • Poly conferencing systems (X Series: X30, X50, X70) and Poly Lens software
    • Mac and PC operating systems
    • Remote support tools (e.g., TeamViewer)
• Understanding of IP networking and remote connectivity tools (VPNs, remote desktop).
• Ability to read and interpret AV schematics and documentation.
• Comfortable presenting and conducting training sessions.
• High school diploma or equivalent required.

Required Certifications & Courses:

• CTS (Certified Technology Specialist)
• Extron AV Associate
• Extron AV Associate

Travel:

Daily onsite presence required at 1 Federal Street, Boston, MA. Candidates must be within a commutable distance via public transit.

Physical, Mental and Environmental Requirements:

• Ability to stand, walk, sit, and use hands for extended periods.
• Occasional lifting or handling of light equipment.
• Tasks may require reaching, grasping, and carrying.
• Comfortable in environments with moderate to high noise levels.
• Occasional exposure to varying temperatures for short durations when outdoors.

This job description is intended to convey essential job functions and requirements. It is not an exhaustive list of all responsibilities, duties, or conditions. Duties may change at any time based on business needs. Reasonable accommodations will be made for qualified individuals with disabilities. This is not an employment contract; either the employee or the employer may terminate employment at any time.