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