The On‑Site A/V Technician – Level II (Senior Technician) provides advanced technical support for collaboration technologies, meeting spaces, and events at the customer site. This client‑facing role delivers high‑q…
Skills: AV Troubleshooting, Collaboration Technologies, Customer Service, Equipment Inventory Management, End-user Training
The On‑Site A/V Technician – Level II (Senior Technician) provides advanced technical support for collaboration technologies, meeting spaces, and events at the customer site. This client‑facing role delivers high‑q…
Skills: AV Troubleshooting, Collaboration Technologies, Customer Service, Equipment Inventory Management, End-User Training
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Product & Customer Experience Insights Manager, Customer Experience and Business Trends
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Account Executive (Inside Sales) - CoStar Data & Analytics - Arlington, VA
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Sign up with Clera and we'll reach out the moment a role actually fits you — no more spraying applications into the void.
$70k–$85k/yr
Full-time
professional certificate
401k, Flex 125 Plans
Posted 63d ago
~40 hrs/week
Responsibilities
Provide advanced Level 2 technical support for collaboration technologies and A/V systems at customer sites. Manage equipment inventory, conduct preventative maintenance, and provide technical oversight for live events.
Requirements
Requires 4-7 years of A/V troubleshooting experience and 3-5 years of customer-facing experience. A CTS certification is required, with CTS-I or CTS-D preferred.
Full job description
The On‑Site A/V Technician – Level II (Senior Technician) provides advanced technical support for collaboration technologies, meeting spaces, and events at the customer site. This client‑facing role delivers high‑quality customer service, performs Level 2 troubleshooting within defined boundaries, supports complex A/V issues, manages equipment inventory, and provides end‑user training. The Senior Technician works closely with site leadership, vendors, and internal teams to ensure reliable, consistent A/V and collaboration experiences across the environment.
Roles and Responsibilities:
Customer Support & Service
Deliver professional, customer‑focused support to all end users.
Assist users with collaboration workflows including scheduling, joining meetings, and requesting support.
Provide end‑user training on A/V systems and collaboration platforms (Teams, Webex, Zoom, Pexip, Poly‑based systems).
Maintain strong working relationships with site leadership, partners, vendors, and internal teams.
Technical Support (Level 2)
Level 2 support is defined as advanced troubleshooting and repair that exceeds basic triage but does not include engineering level tasks such as system programming or network design. This includes:
Troubleshooting and resolving complex A/V and collaboration issues.
Performing equipment replacement, cable termination, and advanced fault isolation.
Working with manufacturer support desks and internal engineering teams to resolve escalated issues.
Supporting integrated A/V systems, control interfaces, audio systems, and videoconferencing equipment.
Providing technical support for live events, including setup, testing, operation, and teardown.
Escalating issues that involve:
Control system programming (Crestron/Extron/AMX)
DSP configuration or tuning
Network/VLAN design or configuration
Firmware deployment at scale
System redesign, commissioning, or engineering‑level diagnostics
This boundary ensures Level II technicians handle advanced support while protecting them from being pulled into engineering or integrator‑level responsibilities.
Room & Equipment Maintenance
Perform scheduled room checks and quarterly preventative maintenance.
Ensure rooms are properly equipped, documented, and stocked with required consumables.
Maintain collaboration space integrity in accordance with SOPs.
Event Support
Provide technical support for events, at the direction of the Client Events team, including, but not limited to;
Pre‑event setup of A/V and collaboration systems
Technical management during the event, including live monitoring and adjustments
Issue resolution for any A/V or collaboration problems that arise
Post‑event teardown and restoration of the room to standard configuration
Inventory & Asset Management
Maintain and manage equipment spares inventory.
Track room‑level and site‑level A/V assets.
Ensure adherence to asset management documentation and processes.
Ticketing & Reporting
Document all service requests in the client’s Incident Management System.
Update and close tickets promptly upon resolution.
Provide weekly, monthly, and quarterly reports as required.
Documentation
Create, update, and maintain all Standard Operating Procedures (SOPs) related to A/V Technician tasks.
Ensure documentation is accurate, accessible, and aligned with customer and internal standards.
Train team members on SOPs to ensure consistent execution of processes.
Training & Mentoring
Provide training, coaching, and mentoring to Level I Technicians to support their technical growth and professional development.
Assist Level I Technicians in understanding Level 1 vs. Level 2 boundaries and escalation paths.
Support onboarding of new technicians by providing hands‑on guidance and knowledge transfer.
Compliance & Policy Adherence
Follow all Kinly policies including timekeeping, overtime authorization, and leave procedures.
Adhere to all BMS site policies and safety requirements.
Experience, Education, and Abilities:
4–7 years of experience with A/V equipment and troubleshooting
3–5 years of customer‑facing experience
Strong understanding of A/V signal flow and integrated systems
Experience with IP‑connected devices and basic networking
CTS certification required (or obtained within 6 months)
CTS‑I or CTS‑D preferred
Strong customer service and communication skills
Ability to work independently and collaboratively
Ability to lift 30–50 lbs, stand/walk for extended periods, and climb ladders up to 10 ft
Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.
We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.
Related keywords
AV EquipmentTeamsWebexZoomPexipPolyCrestronExtronAMXDSPVLANCTSCTS-ICTS-DSignal FlowIncident Management System
A global leader in collaboration, systems integration, and managed services.
Industry
IT Services and IT Consulting
Company size
1,001-5,000 employees
Founded
1998
Headquarters
Wall, New Jersey
LinkedIn followers
21,269
Kinly is a global leader in workplace technology, systems integration, managed services, and enterprise collaboration.
Following Yorktel's acquisition of Kinly, we've united under a single global brand, combining decades of expertise to help organizations simplify technology complexity and create better workplace experiences.
From 24/7 global support to enterprise collaboration, digital experiences, critical environments, and managed services, we design, integrate, and manage technology that helps people work smarter, wherever work happens.
With over 40 years of experience and a global delivery network, we empower enterprises and public sector organizations to collaborate with confidence at scale.
Offices: 1350 Campus Pkwy, Suite 202, Wall, New Jersey 07753, US · Radarweg 29, 14th floor Millennium Tower, Amsterdam, Netherlands 1043, NL · Kanalsletta 3, Stavanger, Sola 4033, NO · 38 Threadneedle Street, London, Greater London EC2R 8AY, GB · Rolfsbuktveien 4B, Oslo, Fornebu 1364, NO
How many Customer Service & Support jobs are open in Arlington, VA right now?
There are currently 844 open customer service & support positions in Arlington, VA listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in Arlington, VA?
Companies currently hiring include VHC Health, Amazon, CVS Health, Marriott International Hotels, Inc., CoStar Group, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in Arlington, VA?
Yes — 89 of the 844 open customer service & support positions offer remote or hybrid work (41 remote, 48 hybrid).
How do I apply for Customer Service & Support jobs in Arlington, VA?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.