Job Description

Long Description:
WHO WE ARE:
AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organisations to thrive and grow. We are the largest provider of collaboration technology solutions, including our award-winning managed services.
Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe success starts with a strong team and that an inclusive and diverse workplace moves us all forward.
WHAT YOU'LL DO:
As an On-Site AV & IT Support Technician, you will be responsible for supporting, maintaining, and troubleshooting professional AV systems alongside delivering 1st and 2nd line IT support within a modern, Intune-managed workplace.
You will work hands-on with collaboration and meeting room technologies, ensuring the smooth operation of live meetings, conferences, and day-to-day user technology. The role is operational and user-facing, requiring strong troubleshooting skills across AV systems, Microsoft 365, and endpoint-managed devices.
KEY RESPONSIBILITIES
AV System Support & Maintenance

• Provide hands-on support for professional AV systems across meeting rooms, boardrooms, and shared collaboration spaces.
• Support live meetings and events, resolving audio, video, control, or conferencing issues in real time.
• Perform routine maintenance, health checks, and basic calibration of displays, microphones, and audio systems.
• Escalate complex or recurring AV faults in line with agreed support processes.

Video Distribution & Control Systems

• Support and troubleshoot Crestron DM-NVX AV-over-IP systems.
• Support Crestron 4-Series control processors and touch panels, diagnosing control and device communication issues.
• Validate connectivity, PoE delivery, and device status on managed AV switches (in coordination with IT teams).

Audio Systems & DSP

• Support Biamp Tesira DSP platforms, including:
• Sennheiser TeamConnect Ceiling microphones
• Shure Microflex Wireless and ULX-D systems
• Dante-enabled audio devices and network interfaces
• Perform basic DSP troubleshooting, including signal flow checks, AEC reference verification, and gain staging.
• Support amplifiers, ceiling speakers, and room audio performance.

Video Conferencing & Collaboration

• Support and operate:
• Cisco Room Kit Pro with PTZ cameras
• Poly Studio X70 / X52 video bars with TC10 touch controllers
• Microsoft Teams Rooms (MTR) environments, including user sign-in, content sharing, and peripheral troubleshooting.
• Assist users with meeting setup and platform usage.

IT SUPPORT RESPONSIBILITIES
1st / 2nd Line End-User Support

• Provide 1st and 2nd line IT support for end users in a corporate / hospitality environment.
• Troubleshoot Windows laptops, peripherals, and meeting room PCs.
• Resolve hardware, software, and connectivity issues escalated via service desk processes.

Microsoft 365 Support

• Support users across Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, and Office applications.
• Assist with:
• User onboarding and offboarding activities (as per client processes)
• Password resets, MFA issues, and access troubleshooting
• Email, calendar, and Teams-related issues

Microsoft Intune / Endpoint Manager

• Support devices managed via Microsoft Intune, including:
• Device enrolment and re-enrolment
• Troubleshooting compliance and conditional access issues
• Verifying device configuration profiles and application deployment status

• Assist users with:
• Company Portal usage
• Application installation failures
• Device sync and policy refresh

• Escalate advanced Intune configuration or policy-related issues to the client's IT or managed service provider.

CLIENT INTERACTION & COLLABORATION

• Deliver a professional, calm, guest-facing support experience.
• Work collaboratively with client IT, facilities, and events teams.
• Communicate clearly during incidents and service activities.
• Follow agreed escalation, reporting, and change processes.

DOCUMENTATION & REPORTING

• Maintain accurate logs of AV and IT incidents, actions taken, and resolutions.
• Update operational documentation and support guides as required.
• Provide feedback on recurring issues and improvement opportunities.

WHAT WE'RE LOOKING FOR:
Technical Expertise & Skills

• Strong hands-on experience with:
• Crestron control systems and NVX AV-over-IP
• Biamp Tesira DSP platforms
• Cisco and Poly video conferencing solutions
• Dante audio networking

• Proven experience delivering 1st / 2nd line IT support.
• Solid working knowledge of Microsoft 365.
• Practical experience supporting Microsoft Intune / Endpoint Manager.
• Confident troubleshooting Windows endpoints, user profiles, and collaboration tools.
• Basic understanding of IP networking and AV-over-IP concepts.

Experience

• 3-5 years experience in AV support, IT support, or blended workplace technology roles.
• Experience supporting live environments in hospitality, corporate, or professional services settings.
• Comfortable working under pressure during live meetings or events.

Qualifications & Mandatory Requirements

• Diploma or degree in AV Technology, IT, Electronics, or a related field (preferred).
• Manufacturer or platform training advantageous:
• Crestron
• Biamp Tesira
• Dante
• Microsoft (M365 / Endpoint Fundamentals)
• Cisco or Poly

• Valid UAE Driver's Licence - REQUIRED

Personal Attributes

• Calm and solutions-oriented.
• Strong communicator with a client-focused mindset.
• Able to work independently and collaboratively.
• Professional presence suited to guest-facing environments.

WHY YOU'LL LIKE WORKING HERE:

• Medical benefits, including dental
• Paid holidays, sick leave, and personal days
• Ongoing access to training and manufacturer certifications
• Inclusive and dynamic company culture

Skills Required