IT and AV Support Technician – (Backfill/Part-Time/On-need basis)

Position: IT and AV Support Technician – (Backfill/Part-Time/On-need basis)

Location: Vancouver,BC, Canada

Job Type/Schedule: Part- time/ On-Need

Engagement: Long-Term Contract

Position Overview

The IT and AV Support Technician will provide backup coverage for the primary Resident Engineer during periods of planned or unplanned leave. The technician will be responsible for ensuring continuity of onsite IT and AV support and covering the primary Resident Engineer's responsibilities during their absence.

All existing onsite support activities, technical responsibilities, and service expectations will remain unchanged.

Job Description

The L1 + AV Technician- Backfill will provide onsite support for desktops, audio-visual systems, basic network/infra checks, and conference room operations. The technician will perform troubleshooting, coordinate with remote teams and vendors, and ensure smooth day-to-day operations across the site during the primary Resident Engineer's absence.

Responsibilities

• Perform desktop and notebook troubleshooting, including warranty repair coordination and break-fix activities.
• Manage and track loaner/spare devices using customer-provided systems.
• Provide L1 AV support for meeting rooms, including device checks, resets, room readiness, and basic hardware troubleshooting.
• Manage conference room accounts (add/remove users, password resets, ownership updates).
• Assist with basic troubleshooting of corporate printers (toner replacement, waste cartridge changes).
• Provide smart-hands assistance for onsite infrastructure and network checks (ports, cabling, patch panels, access points, power verification, device resets).
• Coordinate with third-party vendors and procurement teams when required.
• Support equipment replacement or reset during failures under guidance from central IT.
• Ability to work at height when required (ladder/lift).
• Maintain communication with onsite/offsite teams to report changes, issues, or updates.
• Ensure proper coverage during the primary Resident Engineer's leave and follow site operational processes/SOPs.

Key Responsibilities

• 2–4 years of experience in IT and AV support.
• Hands-on troubleshooting experience with desktops, laptops, and meeting room devices.
• Basic understanding of network fundamentals (LAN ports, cabling, patching, device resets).
• Familiarity with conferencing platforms (Microsoft Teams, Zoom, Webex).
• Ability to perform physical tasks, including lifting equipment and working at height.
• Strong communication, customer service, and documentation skills.
• Ability to follow SOPs, ticketing processes, and escalation guidelines.

Nice-to-Have

• Experience using ITSM tools (ServiceNow, Jira).
• Exposure to AV control systems or room management systems.
• Basic understanding of AV-over-IP or networked AV environments.
• Experience working in enterprise or fast-paced onsite environments.
• Entry-level certifications (CompTIA A+, ITIL Foundation, basic AV training).
• Audio Visual Support.
• Basic understanding of networking and TCP/IP.
• Basic understanding of fiber, copper, and network infrastructure.
• Crestron Fusion.
• Hardware support.
• Experience working with technologies such as Extron, Crestron, Fusion, Managed Teams Room devices.
• Ability to explain networks and connection types and troubleshoot multiple connection types (Home or Corp).
• Ability to explain, work with, and differentiate between different connection types and troubleshoot connectivity.
• Strong communication skills, with the ability to deliver clear and succinct messages without disclosing internal details.
• Experience working in an enterprise environment with Crestron/Fusion at the server and application layer.
• Experience supporting Microsoft, Lenovo, Dell, and Apple devices.
• CompTIA A+ certification.
• OEM Certifications.

Role Expectations

Provide backup coverage whenever the primary Resident Engineer is on leave, in accordance with the agreed notification timelines