Technical Lead (Support & Operations)
United States
Apply now
Job Description
Technical Lead (Support & Operations)
Others, California

Job Summary

Event & AV services technician
•
Bachelor’s degree in computer science, Information Systems, or other related field. Or equivalent work experience.
•
Typically has 5 to 7 years of related work experience.
•
Operate, maintain, and upgrade video conferencing equipment, test environment, and infrastructure.
•
Utilize the existing management-tracking tool ServiceNow for all related incident tracking, service tickets, and change requests.
•
Proficient in Microsoft 365 applications including Microsoft Teams, PowerPoint, and Outlook.
•
Basic understanding of networking and network protocols
•
Extensive knowledge of video infrastructure and endpoint equipment. This includes the configuration and operation of Cisco CUCM, Cisco TMS, Cisco Expressways, Cisco Endpoints, Microsoft Teams Rooms, and Poly Endpoints, Zoom Rooms.
•
Provide video conferencing event planning production packets consisting of logistics, test plans, configuration drawings, and other necessary information working with other cross-functional teams.
•
Familiarity of media encoders similar to Wirecast and OBS
•
Understanding of eCDN management and other enterprise video collaboration products and services.
•
Troubleshoot and resolve video conferencing and event service incidents, including RMA’s, and hardware/software issues.
•
Process service requests within the Video and Event Services area.
•
Experience with Zoom Meetings and Webinar, Teams Meetings and Teams Live, Cisco WebEx Meetings and Webinar, and other industry-standard meeting platforms.
•
Schedule, setup, and disconnect video conferences for internal and external meetings.
•
Work with 3rd party vendors to troubleshoot issues and perform root cause analysis.
•
Adhering to SLAs and maintain maximum uptime for the video conferencing environment and event services.
•
Conduct equipment audits, as necessary.
•
Follow defined processes and ensure that the processes are adhered to by the team.
•
Advanced technical knowledge of how-to setup, install, troubleshoot connections for audio visual equipment including cameras, microphones, projectors, touchscreens, and monitors.
•
Must be a self-starter with the ability to work independently and as part of a team.
•
Strong time management, prioritization, and analysis skills. Ability to multi-task.
•
Strong written and verbal communication skills and the ability to communicate clearly and professionally with end users, the IT Video Team, Executives, and IT management.
•
Experience operating audio and video equipment for live events such as All Hands and Townhalls
•
Understanding and troubleshooting Crestron, Bi-Amp and Extron, Allen & Heath 30-channel digital mixers for live sound production, Vaddio type video switchers and digital camera equipment, Clear Com type audio device, multi-channel lighting board including lighting presets,
[AMD Official Use Only - General]
PowerPoint, VLC player, PC hardware, and many types of cables, extenders, video and audio
peripherals from Shure, Netgear, QSC, Epson and Samsung.
• Produce Run of Show documents, attendance reports, IT equipment readiness checklist and
other items for Audio Video production team.
• Collaborate with operations and support teams to provide direction/support, streamline
processes, improve efficiencies, and enhance the overall user experience.

Key Responsibilities

Event & AV services technician
•
Bachelor’s degree in computer science, Information Systems, or other related field. Or equivalent work experience.
•
Typically has 5 to 7 years of related work experience.
•
Operate, maintain, and upgrade video conferencing equipment, test environment, and infrastructure.
•
Utilize the existing management-tracking tool ServiceNow for all related incident tracking, service tickets, and change requests.
•
Proficient in Microsoft 365 applications including Microsoft Teams, PowerPoint, and Outlook.
•
Basic understanding of networking and network protocols
•
Extensive knowledge of video infrastructure and endpoint equipment. This includes the configuration and operation of Cisco CUCM, Cisco TMS, Cisco Expressways, Cisco Endpoints, Microsoft Teams Rooms, and Poly Endpoints, Zoom Rooms.
•
Provide video conferencing event planning production packets consisting of logistics, test plans, configuration drawings, and other necessary information working with other cross-functional teams.
•
Familiarity of media encoders similar to Wirecast and OBS
•
Understanding of eCDN management and other enterprise video collaboration products and services.
•
Troubleshoot and resolve video conferencing and event service incidents, including RMA’s, and hardware/software issues.
•
Process service requests within the Video and Event Services area.
•
Experience with Zoom Meetings and Webinar, Teams Meetings and Teams Live, Cisco WebEx Meetings and Webinar, and other industry-standard meeting platforms.
•
Schedule, setup, and disconnect video conferences for internal and external meetings.
•
Work with 3rd party vendors to troubleshoot issues and perform root cause analysis.
•
Adhering to SLAs and maintain maximum uptime for the video conferencing environment and event services.
•
Conduct equipment audits, as necessary.
•
Follow defined processes and ensure that the processes are adhered to by the team.
•
Advanced technical knowledge of how-to setup, install, troubleshoot connections for audio visual equipment including cameras, microphones, projectors, touchscreens, and monitors.
•
Must be a self-starter with the ability to work independently and as part of a team.
•
Strong time management, prioritization, and analysis skills. Ability to multi-task.
•
Strong written and verbal communication skills and the ability to communicate clearly and professionally with end users, the IT Video Team, Executives, and IT management.
•
Experience operating audio and video equipment for live events such as All Hands and Townhalls
•
Understanding and troubleshooting Crestron, Bi-Amp and Extron, Allen & Heath 30-channel digital mixers for live sound production, Vaddio type video switchers and digital camera equipment, Clear Com type audio device, multi-channel lighting board including lighting presets,
[AMD Official Use Only - General]
PowerPoint, VLC player, PC hardware, and many types of cables, extenders, video and audio
peripherals from Shure, Netgear, QSC, Epson and Samsung.
• Produce Run of Show documents, attendance reports, IT equipment readiness checklist and
other items for Audio Video production team.
• Collaborate with operations and support teams to provide direction/support, streamline
processes, improve efficiencies, and enhance the overall user experience.

Skill Requirements

Event & AV services technician
•
Bachelor’s degree in computer science, Information Systems, or other related field. Or equivalent work experience.
•
Typically has 5 to 7 years of related work experience.
•
Operate, maintain, and upgrade video conferencing equipment, test environment, and infrastructure.
•
Utilize the existing management-tracking tool ServiceNow for all related incident tracking, service tickets, and change requests.
•
Proficient in Microsoft 365 applications including Microsoft Teams, PowerPoint, and Outlook.
•
Basic understanding of networking and network protocols
•
Extensive knowledge of video infrastructure and endpoint equipment. This includes the configuration and operation of Cisco CUCM, Cisco TMS, Cisco Expressways, Cisco Endpoints, Microsoft Teams Rooms, and Poly Endpoints, Zoom Rooms.
•
Provide video conferencing event planning production packets consisting of logistics, test plans, configuration drawings, and other necessary information working with other cross-functional teams.
•
Familiarity of media encoders similar to Wirecast and OBS
•
Understanding of eCDN management and other enterprise video collaboration products and services.
•
Troubleshoot and resolve video conferencing and event service incidents, including RMA’s, and hardware/software issues.
•
Process service requests within the Video and Event Services area.
•
Experience with Zoom Meetings and Webinar, Teams Meetings and Teams Live, Cisco WebEx Meetings and Webinar, and other industry-standard meeting platforms.
•
Schedule, setup, and disconnect video conferences for internal and external meetings.
•
Work with 3rd party vendors to troubleshoot issues and perform root cause analysis.
•
Adhering to SLAs and maintain maximum uptime for the video conferencing environment and event services.
•
Conduct equipment audits, as necessary.
•
Follow defined processes and ensure that the processes are adhered to by the team.
•
Advanced technical knowledge of how-to setup, install, troubleshoot connections for audio visual equipment including cameras, microphones, projectors, touchscreens, and monitors.
•
Must be a self-starter with the ability to work independently and as part of a team.
•
Strong time management, prioritization, and analysis skills. Ability to multi-task.
•
Strong written and verbal communication skills and the ability to communicate clearly and professionally with end users, the IT Video Team, Executives, and IT management.
•
Experience operating audio and video equipment for live events such as All Hands and Townhalls
•
Understanding and troubleshooting Crestron, Bi-Amp and Extron, Allen & Heath 30-channel digital mixers for live sound production, Vaddio type video switchers and digital camera equipment, Clear Com type audio device, multi-channel lighting board including lighting presets,
[AMD Official Use Only - General]
PowerPoint, VLC player, PC hardware, and many types of cables, extenders, video and audio
peripherals from Shure, Netgear, QSC, Epson and Samsung.
• Produce Run of Show documents, attendance reports, IT equipment readiness checklist and
other items for Audio Video production team.
• Collaborate with operations and support teams to provide direction/support, streamline
processes, improve efficiencies, and enhance the overall user experience.

Other Requirements

Event & AV services technician
•
Bachelor’s degree in computer science, Information Systems, or other related field. Or equivalent work experience.
•
Typically has 5 to 7 years of related work experience.
•
Operate, maintain, and upgrade video conferencing equipment, test environment, and infrastructure.
•
Utilize the existing management-tracking tool ServiceNow for all related incident tracking, service tickets, and change requests.
•
Proficient in Microsoft 365 applications including Microsoft Teams, PowerPoint, and Outlook.
•
Basic understanding of networking and network protocols
•
Extensive knowledge of video infrastructure and endpoint equipment. This includes the configuration and operation of Cisco CUCM, Cisco TMS, Cisco Expressways, Cisco Endpoints, Microsoft Teams Rooms, and Poly Endpoints, Zoom Rooms.
•
Provide video conferencing event planning production packets consisting of logistics, test plans, configuration drawings, and other necessary information working with other cross-functional teams.
•
Familiarity of media encoders similar to Wirecast and OBS
•
Understanding of eCDN management and other enterprise video collaboration products and services.
•
Troubleshoot and resolve video conferencing and event service incidents, including RMA’s, and hardware/software issues.
•
Process service requests within the Video and Event Services area.
•
Experience with Zoom Meetings and Webinar, Teams Meetings and Teams Live, Cisco WebEx Meetings and Webinar, and other industry-standard meeting platforms.
•
Schedule, setup, and disconnect video conferences for internal and external meetings.
•
Work with 3rd party vendors to troubleshoot issues and perform root cause analysis.
•
Adhering to SLAs and maintain maximum uptime for the video conferencing environment and event services.
•
Conduct equipment audits, as necessary.
•
Follow defined processes and ensure that the processes are adhered to by the team.
•
Advanced technical knowledge of how-to setup, install, troubleshoot connections for audio visual equipment including cameras, microphones, projectors, touchscreens, and monitors.
•
Must be a self-starter with the ability to work independently and as part of a team.
•
Strong time management, prioritization, and analysis skills. Ability to multi-task.
•
Strong written and verbal communication skills and the ability to communicate clearly and professionally with end users, the IT Video Team, Executives, and IT management.
•
Experience operating audio and video equipment for live events such as All Hands and Townhalls
•
Understanding and troubleshooting Crestron, Bi-Amp and Extron, Allen & Heath 30-channel digital mixers for live sound production, Vaddio type video switchers and digital camera equipment, Clear Com type audio device, multi-channel lighting board including lighting presets,
[AMD Official Use Only - General]
PowerPoint, VLC player, PC hardware, and many types of cables, extenders, video and audio
peripherals from Shure, Netgear, QSC, Epson and Samsung.
• Produce Run of Show documents, attendance reports, IT equipment readiness checklist and
other items for Audio Video production team.
• Collaborate with operations and support teams to provide direction/support, streamline
processes, improve efficiencies, and enhance the overall user experience.
Maximum Salary (US): 
Minimum Salary (US): 
Apply now
Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. 

 

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.