Description

About Alvarez & Marsal

Alvarez & Marsal (A& M) is a global consulting firm with entrepreneurial, action and results-oriented professionals. We take a hands-on approach to solving our clients' problems and assisting them in reaching their potential. Our culture celebrates independent thinkers and doers who positively impact our clients and shape our industry. The collaborative environment and engaging work-guided by A& M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity-are why our people love working at A& M.

The Team

The Senior AV Support Specialist is responsible for the design support, deployment, operational stability, and lifecycle management of enterprise audiovisual solutions across a global office portfolio. This role combines project execution, advanced AV troubleshooting, vendor coordination, and operational ownership, ensuring AV environments meet performance, reliability, and SLA expectations.

This role serves as a senior technical escalation point for AV issues, owning Level 1 and Level 2 troubleshooting, driving root cause resolution, and continuously improving system standards, documentation, and end-user experience.

How you will contribute

AV Project Planning & Delivery Support

• Review and interpret project documentation, including test fit drawings and architectural plans, to support detailed AV deployment strategies for conference rooms, collaboration spaces, and specialized environments.
• Contribute to High-Level Estimates (HLEs), AV cost models, and deployment plans; partner with project and facilities teams to support funding and planning approvals.
• Assist in the creation of executive-ready summaries outlining AV scope, assumptions, cost considerations, and implementation risks.
• Develop and maintain detailed AV scopes of work and Bills of Material (BOM) aligned with enterprise standards.
• Support the preparation of Requests for Proposal (RFP) materials and technical requirements for AV vendors.
• Participate in vendor bid evaluations, providing technical feedback, leveling analysis, and scorecard input.

Stakeholder & Vendor Collaboration

• Participate in discovery sessions with line-of-business stakeholders to validate AV requirements and ensure alignment with business needs.
• Coordinate closely with internal teams (Engineering, Networking, Field Services, Facilities, Service Desk) to ensure AV designs and deployments integrate seamlessly with enterprise environments.
• Communicate technical findings, risks, and dependencies to project stakeholders in clear, actionable terms.
• Work directly with AV vendors and integration partners throughout design clarification, installation, testing, and turnover phases.

AV Operations & Support Ownership

• Serve as a primary escalation point for Level 1 and Level 2 AV incidents submitted by end users, Service Desk, Field Services, or other IT teams.
• Take full ownership of AV incidents from intake through resolution, ensuring issues are resolved within defined SLAs.
• Perform hands-on troubleshooting across AV systems including conferencing platforms, audio DSPs, cameras, control systems, displays, and room PCs.
• Provide clear, proactive communication to impacted users and stakeholders throughout the lifecycle of AV issues.
• Coordinate with vendors and internal engineering teams to resolve complex or recurring AV problems.
• Perform root cause analysis for high-impact or recurring incidents and drive sustainable remediation.

Knowledge Management & Operational Enablement

• Create, update, and maintain AV Knowledge Base articles, troubleshooting guides, and standard operating procedures.
• Ensure documentation empowers on-site support and Field Services teams to independently resolve most AV issues.
• Standardize troubleshooting approaches and escalation paths across regions.
• Develop and deliver structured training and enablement materials to Field Service Technicians, focused on basic to intermediate AV troubleshooting, common failure scenarios, and first-level resolution techniques.
• Continuously assess technician readiness by identifying recurring issues, skills gaps, and training needs, and update knowledge content accordingly.
• Partner with operational leaders to identify knowledge gaps and continuously improve support readiness.

Firmware, Standards & Lifecycle Management

• Ensure all AV hardware, peripherals, and control systems remain compliant with approved firmware and software standards.
• Proactively work with AV vendors to identify firmware updates, security patches, and feature releases.
• Perform validation and testing of new firmware in non-production environments.
• Partner with Engineering to plan, approve, and deploy firmware updates across global AV spaces in a controlled and documented manner.
• Track AV hardware lifecycle status and provide recommendations for refresh, repair, or decommissioning.

Execution, Quality Control & Handover

• Support project kickoffs by reviewing AV scope, technical standards, deployment assumptions, and success criteria to ensure operational readiness from day one.
• Participate in drawing reviews, installation validation, and system acceptance testing to confirm solutions meet design intent and enterprise standards.
• Conduct or support site visits as needed to verify installation quality, system performance, configuration accuracy, and readiness for commissioning.
• Assist with commissioning activities and formal handover to operations, including validation of system functionality, usability, and supportability.
• Collect, review, and validate vendor-provided technical documentation, including system manuals, configuration guides, programming files, firmware release notes, and maintenance instructions.
• Ensure all vendor-provided instructions and technical documentation are properly stored in approved repositories and are easily accessible for future operational, troubleshooting, and training needs.
• Translate vendor documentation into usable internal references where needed, ensuring documentation aligns with enterprise standards and support workflows.
• Support knowledge transfer to operations and Field Services teams, ensuring they are equipped to support newly deployed AV systems.
• Ensure all AV systems meet defined quality, usability, security, and supportability standards prior to project closeout.
• Confirm all required documentation, configurations, and knowledge assets are completed before final sign-off and project closure.

Qualifications

• 5-7 years of experience in commercial AV integration, enterprise AV support, or audiovisual systems operations.
• Strong hands-on experience supporting and troubleshooting integrated AV environments.
• Proficiency with Microsoft Word and Excel; working knowledge of MS Project or Smartsheet is a plus.
• Experience with AV technologies such as Logitech, QSC, Crestron, Extron, Shure, Sennheiser, and related platforms.
• Solid understanding of AV design principles, implementation best practices, and operational support models.
• Ability to diagnose and resolve real-world AV issues in live production environments.
• Foundational AV design and infrastructure knowledge to communicate effectively with architects, engineers, and vendors.
• Demonstrated ability to manage multiple priorities and own issues end-to-end.
• Comfortable operating independently in fast-paced, enterprise environments.
• Willingness to travel as needed.

Nice‑to‑Have

• Experience supporting global AV environments.
• Familiarity with ITIL-based incidents and problem management.
• Experience maintaining AV standards, firmware roadmaps, and lifecycle documentation.

Your journey at A& M

We recognize that our people are the driving force behind our success, which is why we prioritize an employee experience that fosters each person's unique professional and personal development. Our robust performance development process promotes continuous learning, rewards your contributions, and fosters a culture of meritocracy. With top-notch training and on-the-job learning opportunities, you can acquire new skills and advance your career.

We prioritize your well-being, providing benefits and resources to support you on your personal journey. Our people consistently highlight the growth opportunities, our unique, entrepreneurial culture, and the fun we have together as their favorite aspects of working at A& M. The possibilities are endless for high-performing and passionate professionals.

Regular employees working 30 or more hours per week are also entitled to participate in Alvarez & Marsal Holdings' fringe benefits consisting of healthcare plans, flexible spending and savings accounts, life, AD& D, and disability coverages at rates determined periodically as well as a 401(k) retirement savings plan. Provided the eligibility requirements are met, employees will also receive an annual discretionary contribution to their 401(k) retirement savings plan from Alvarez & Marsal. Additionally, employees are eligible for paid time off including vacation, personal days, seventy-two (72) hours of sick time (prorated for part time employees), ten federal holidays, one floating holiday, and parental leave. The amount of vacation and personal days available varies based on tenure and role type. Click here for more information regarding A& M's benefits programs.

The salary range is $90, 000 - $130, 000 annually, dependent on several variables including but not limited to education, experience, skills, and geography. In addition, A& M offers a discretionary bonus program which is based on a number of factors, including individual and firm performance. Please ask your recruiter for details.

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