Job Description
Job Title: AV/VC Support Lead (Unified Communications)
Rate- $50/hr
Location- Santa Clara, CA
Job Summary
We are seeking an experienced AV/VC Support Lead to own the delivery, reliability, and continuous improvement of our Unified Communications (UC) and conference room AV services. In this role you will lead a team of AV support specialists, set support standards, manage escalations, and partner with IT, facilities, and vendors to deliver seamless meeting experiences across all AV spaces. You will be both a hands-on technical expert and a people leader.
Key Responsibilities
Team Leadership & Service Delivery
- Lead, coach, and mentor AV support specialists; assign work, set priorities, and manage schedules and on-call coverage.
- Serve as the escalation point (Tier 2/3) for complex AV, UC, and conference room issues.
- Define and maintain support processes, SOPs, runbooks, and knowledge base articles.
- Track and report on KPIs and SLAs (ticket volume, resolution time, room uptime, user satisfaction) and drive improvements.
- Own support strategy for Microsoft Teams, Webex, and Cisco video conferencing platforms.
- Lead troubleshooting of complex meeting issues and conduct root cause analysis for recurring problems.
- Coordinate platform updates, new feature rollouts, and user communications.
- Oversee installation, configuration, and maintenance of AV equipment across all AV spaces, including Cisco video endpoints and Poly phones.
- Define room standards, designs, and build specifications for new and refreshed spaces.
- Plan and run proactive room health checks, monitoring, and preventive maintenance programs for AV and network equipment.
- Plan and lead IT AV support for executive meetings, town halls, and large events.
- Ensure staffing, equipment, and contingency plans are in place for high-visibility sessions.
- Manage relationships with AV integrators, OEMs, and service providers, including SLAs, escalations, and contract renewals.
- Lead AV projects from requirements through delivery, including scope, timelines, budget, and testing.
- Support budget planning and lifecycle/refresh forecasting for AV equipment.
- Ensure accurate records of AV inventory, configurations, warranties, and maintenance history.
- Ensure adherence to IT security, compliance, and change management standards.
- Review and approve documentation, incident reports, and post-event reviews.
- 15+ years of experience in AV/UC support, including 6+ years in a lead, supervisory, or senior role.
- Strong expertise in Microsoft Teams, Webex, and Cisco video conferencing environments.
- Hands-on experience with conference room AV design, installation, and troubleshooting, including displays, DSPs, codecs, cameras, microphones, and control systems.
- Familiarity with Poly phones and room integrations.
- Solid understanding of networking fundamentals (LAN/WAN, VLANs, QoS, PoE) as they relate to AV and UC.
- Experience managing vendors, projects, and service-level agreements.
- Excellent communication, leadership, and stakeholder management skills.
- Certifications such as CTS, Cisco (CCNA/CCNP Collaboration), or Microsoft Teams certifications.
- Experience with ITSM tools (e.g., ServiceNow) and room monitoring/management platforms.
- Experience supporting global or multi-site environments.
- Background in budgeting and lifecycle planning.
- Improved room uptime and faster incident resolution.
- Higher user satisfaction for meetings and events.
- Consistent standards across all AV spaces.
- Accurate inventory and a well-documented support model.
- A skilled, engaged, and well-covered support team.
Numbers & Facts
| Location | Santa Clara, CA |
| Industry | Computer Software |
| Company Size | 20 to 49 employees |
| Year Founded | 2014 |
| Website | http://www.tekfortune.com/ |
About Company
Tekfortune is a software solutions company providing project development and staff augmentation services to companies in various industries including Healthcare, Banking, Finance, Telecommunication and Aviation.
Tekfortune Inc delivers solutions to a wide variety of organizations of various sizes and industries. Our clients include mid-market to Fortune 1000 companies spanning across industries such as: Insurance, Financial, Pharmaceutical, Manufacturing, Retail and many others.
In Tekfortune Inc, we are offering selection of services and solutions at very reasonable rates. With years of experience in the placement and recruitment Industry and over time we have acquired the knowledge essential to comprehend the exact need and dependence on customers. Therefore we provide the customers the best and also the brightest candidates for vacancies. Moreover, by understanding the working interest of customers who is able to place them within the companies where they are able to get maximum opportunity for professional growth.
Tekfortune Inc has a strong emphasis on quality. Its goal would be to achieve client satisfaction by looking into making deliveries satisfaction of customer's business needs. Our ability to quickly identify and effectively employ proven fundamental principles, techniques and resources yields highly desirable results for our clients.
We understand that each industry and organization share a level of uniqueness that requires a tailored approach in order to deliver specific solutions. Such factors as client culture, industry regulations, organizational maturity, financial health and many more items may impact our approach to delivering client solutions.
Having served a wide variety of clients has provided Tekfortune the ability to build subject matter expertise across numerous industries. Our industry expertise combined with our specialized knowledge of Business Process Improvement, Requirements Management and Program & Project Management provides a powerful combination and a tremendous value to our clients.
We are run by a group of industry experts who have decades of experience in delivering custom solutions to our clients.
Tekfortune Inc delivers solutions to a wide variety of organizations of various sizes and industries. Our clients include mid-market to Fortune 1000 companies spanning across industries such as: Insurance, Financial, Pharmaceutical, Manufacturing, Retail and many others.
In Tekfortune Inc, we are offering selection of services and solutions at very reasonable rates. With years of experience in the placement and recruitment Industry and over time we have acquired the knowledge essential to comprehend the exact need and dependence on customers. Therefore we provide the customers the best and also the brightest candidates for vacancies. Moreover, by understanding the working interest of customers who is able to place them within the companies where they are able to get maximum opportunity for professional growth.
Tekfortune Inc has a strong emphasis on quality. Its goal would be to achieve client satisfaction by looking into making deliveries satisfaction of customer's business needs. Our ability to quickly identify and effectively employ proven fundamental principles, techniques and resources yields highly desirable results for our clients.
We understand that each industry and organization share a level of uniqueness that requires a tailored approach in order to deliver specific solutions. Such factors as client culture, industry regulations, organizational maturity, financial health and many more items may impact our approach to delivering client solutions.
Having served a wide variety of clients has provided Tekfortune the ability to build subject matter expertise across numerous industries. Our industry expertise combined with our specialized knowledge of Business Process Improvement, Requirements Management and Program & Project Management provides a powerful combination and a tremendous value to our clients.
We are run by a group of industry experts who have decades of experience in delivering custom solutions to our clients.
Skills
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