L1 AV Technician

Key Responsibilities

1. Meeting Room & VC Support

• Provide meeting room setup and video conferencing (VC) support.

• Assist users with joining video calls and content sharing.

• Support platforms such as Microsoft Teams, Zoom, and Webex.

• Ensure presentation and multi-media rooms remain fully operational.

2. First-Line Troubleshooting

• Perform basic troubleshooting including:

  • Cable checks and replacements

  • Input/source selection

  • Power cycling of equipment

  • Device resets

• Replace faulty peripherals (HDMI/USB-C cables, adapters, microphones, cameras, etc.).

• Support basic software updates under guidance.

3. Incident & SLA Management

• Log, update, and track incidents in the ticketing system.

• Provide timely service updates to users.

• Escalate technical faults to L2/L3 engineers or Regional Lead as required.

• Follow established SOPs and escalation processes.

4. Proactive Room Maintenance

• Conduct daily room health checks in accordance with SOP.

• Ensure meeting rooms are ready before scheduled sessions.

• Support emergency and ad-hoc meeting requirements.

5. Customer Engagement

• Deliver high-quality client-facing support.

• Demonstrate self-service AV functionality to end-users.

• Provide clear communication and maintain professional stakeholder engagement.

• Offer executive support where required.

Scope Exclusions (Escalation to L2/L3)

The following tasks are outside L1 responsibility and require escalation:

• Firmware updates

• Advanced configuration changes

• Network diagnostics

• Control system programming

• System redesign or integration activities

Core Skills & Experience

Technical Skills

• Basic AV troubleshooting knowledge

• Understanding of HDMI, USB-C, and basic signal flow

• Familiarity with VC platforms (Microsoft Teams, Zoom, Webex)

• Knowledge of AV peripherals and meeting room technologies

Soft Skills

• Strong verbal and written communication skills

• Professional client-facing demeanor

• Calm and composed under pressure

• Organized and SLA-driven mindset

• Ability to follow SOPs and structured escalation processes

Preferred Qualifications

• Diploma / Certification in AV Technology, IT, or related field

• 1-3 years of experience in AV support or IT end-user support

• Experience in corporate campus or enterprise environments