Be an Early Applicant
In a world made up of devices, screens, and power buttons, when something breaks, Asurion steps in to help.
The Role
Administer and support enterprise Zoom and Zoom Rooms, provision and validate room hardware, troubleshoot AV endpoints, monitor system health, manage licenses, coordinate vendors and cross-functional teams, maintain documentation and runbooks, support integrations (calendaring, SSO, device management), and drive continuous improvement of conferencing services.
Summary Generated by Built In
The AV Support Engineer 2 is a senior professional responsible for the administration, reliability, and user experience of the enterprise Zoom environment, including Zoom Rooms and integrated AV systems. This role provides day-to-day operational support, drives continuous improvement of conferencing services, and coordinates with vendors and cross-functional teams to ensure highly available, secure, and user-friendly collaboration. The position combines hands-on troubleshooting with proactive monitoring, governance of configurations and licenses, and guidance on integrations with adjacent tools and services. As a salaried role, it requires ownership of outcomes, clear communication, and the ability to prioritize and resolve issues in a fast-paced environment.Key Responsibilities
- Administer and support the enterprise Zoom platform, including user management, policy enforcement, and feature configuration.
- Provision and validate Zoom Rooms, ensuring correct hardware profiles, room configurations, and software versions.
- Troubleshoot devices and endpoints (displays, cameras, microphones, controllers) and resolve AV/VC incidents and service requests.
- Monitor Zoom Room health, analyze recurring issues, and escalate platform-level incidents to vendors or internal teams as appropriate.
- Coordinate license assignment and optimization across users, rooms, and services in alignment with governance and cost controls.
- Respond to user support requests, deliver clear guidance and training, and document fixes and knowledge articles.
- Partner with network, endpoint, security, and facilities teams to maintain reliable conferencing experiences and ensure compatibility with enterprise standards.
- Support integrations between Zoom and adjacent tools (e.g., calendaring, identity, device management, room scheduling, digital signage).
- Maintain asset and configuration records, change documentation, and runbooks for repeatable operations.
- Participate in maintenance windows, upgrades, testing, and rollbacks to ensure stable releases and minimal user impact.
- Track KPIs and service health metrics; recommend improvements to performance, usability, and supportability.
- Bachelor’s degree in Information Technology, Engineering, or related field; or equivalent practical experience.
- 3+ years of experience supporting enterprise video conferencing platforms, with a focus on Zoom administration and Zoom Rooms.
- Hands-on experience with AV hardware (displays, codecs, cameras, DSPs, microphones) and room systems.
- Experience coordinating with vendors and cross-functional teams for deployments, escalations, and lifecycle management.
- Strong proficiency in Zoom administration, including user provisioning, policy management, and Zoom Room configuration.
- Expertise in AV troubleshooting, root-cause analysis, and interpreting logs and dashboards for proactive monitoring.
- Working knowledge of enterprise integrations (calendar systems such as O365/Google, SSO/identity, network fundamentals, device management).
- Familiarity with AV best practices for room design, audio tuning, and peripheral compatibility.
- Ability to manage licenses and asset inventories; detail-oriented with strong documentation skills.
- Excellent customer service and communication skills; adept at translating technical issues for non-technical users.
- Self-directed, able to prioritize and deliver in a dynamic, operational environment with occasional after-hours support.
Skills Required
- Bachelor's degree in IT, Engineering, or related field, or equivalent practical experience
- 3+ years supporting enterprise video conferencing platforms with focus on Zoom administration and Zoom Rooms
- Hands-on experience with AV hardware (displays, codecs, cameras, DSPs, microphones) and room systems
- Strong proficiency in Zoom administration including user provisioning, policy management, and Zoom Room configuration
- Experience troubleshooting AV/VC incidents, interpreting logs and dashboards, and performing root-cause analysis
- Working knowledge of enterprise integrations (O365/Google calendaring, SSO/identity, device management, network fundamentals)
- Experience coordinating with vendors and cross-functional teams for deployments, escalations, and lifecycle management
- Ability to document fixes, maintain runbooks and asset/configuration records, and produce knowledge articles
- Excellent customer service and communication skills; ability to train non-technical users
- Availability for occasional after-hours support and participation in maintenance windows/upgrades
Asurion Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Asurion and has not been reviewed or approved by Asurion.
-
Fair & Transparent Compensation — Pay is often described as solid or competitive in certain corporate and technical tracks, with some roles viewed as aligned to market ranges.
-
Strong & Reliable Incentives — Short-term incentives and bonus structures are described as a meaningful layer on top of base pay, increasing total compensation when targets are met.
-
Healthcare Strength — Medical, dental, and vision offerings are described as inclusive and broad, with additional protections like life/AD&D and disability coverage available.
Asurion Insights
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
We're a global tech care company keeping nearly every device and appliance in your home running smoothly. Trusted by more than 100 leading brands and serving over 230M customers worldwide, we deliver tech support, repair, protection, and replacements at a massive scale. From your neighborhood uBreakiFix by Asurion repair store, to in-home tech support, to global protection plans, we’re the people keeping your tech connected when it matters most.
Why Work With Us
As Asurion, you will work with people who care about you and the work we do together. You can depend on us to care about the work you do.
Gallery
