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About the Role

The AV Support Technician provides in-person and virtual support to users across the office and region, servicing clients in government and enterprise sectors. Team members may require various clearances and should be ready to assist in other areas like Staging and installations when necessary.

Responsibilities

• Offer prompt response, assessment, and resolution for L1 and L2 AV incident resolution in accordance with service levels.
• Connect to, manage, and diagnose potentially defective hardware, facilitating on-site response when L3 troubleshooting and engineering support is required.
• Deliver white-glove (in-person, hands-on) support to a small user base for on-site support of meetings and meeting rooms on an as-needed basis.
• Document events and communications associated with service incident response in designated incident-management tools.
• Own and complete all field team processes and Onsite Task requirements.
• Ensure Core responsibilities are followed daily, including pre-visit preparation, confirming necessary parts and tools are available and packed for site visits, and thoroughly researching the assisted service call and room details to understand the scope and history of the issue.
• Conduct routine inspections of meeting rooms to ensure they are ready for use.
• Maintain onsite service inventory control.
• Assist with technical service team task overflow when required.
• Follow L2 – L3 request processes, maximizing all possible internal options before engaging dispatch for additional resources.
• Continue knowledge development and maintain up-to-date expertise on new and existing technologies relevant to ETG systems.
• Actively complete all required certifications and training courses as directed or needed to support current and future projects.
• Work hours may include evenings or weekends depending on business and client needs.

Requirements

• Knowledgeable in the use and back-end management of AV technology, including Crestron DM/NVX, Biamp Tesira/QSC, Cisco codecs / video conferencing systems, video conferencing platforms (MS Teams, Zoom etc.), and wired and wireless microphones.
• Several years of AV installation/support experience.
• Ability to read and understand AV design drawings.
• General networking knowledge (network protocols like TCP/IP, network switch configurations, etc.).
• Experience working in a MS Windows and Office 365 environment, with proficiency in MS Teams.
• A service-oriented team member with experience providing great customer service in a B2B environment.
• Willingness and ability to obtain required security clearances and confidentiality agreements.
• Physical capability to lift moderate to heavy materials and stand for extended periods.
• Ability to work at height and regularly climb and work on ladders.
• A personal vehicle and G license.
• Must be eligible to work in Canada.
• Must be located in the Greater Toronto Area.

Skills

• Crestron DM/NVX
• Biamp Tesira/QSC
• Cisco codecs
• Video conferencing systems
• MS Teams
• Zoom
• Wired microphones
• Wireless microphones
• AV design drawings
• TCP/IP
• Network switch configurations
• MS Windows
• Office 365
• Customer service
• B2B environment

Location

• Greater Toronto Area

Work Type

• In-person
• Virtual
• On-site

Experience Level

• Several years of AV installation/support experience

Education Level

• Certifications from manufacturers would be an asset

Salary/Compensations

• CAD 70000 - CAD 85000 - yearly

Benefits

• Comprehensive medical and dental coverage
• 3 weeks of paid vacation in your first year, with additional days accrued for tenure
• 6 personal emergency leave days
• 20 days allocated for training and skill enhancement
• Extensive onboarding, mentoring, and growth potential

About the Company

• ET Group is transforming the way we operate and deliver excellence through transparency, collaboration, and innovation.
• Recognized as one of the top workplaces in Canada, ranked 30th on the 2026 Best Workplaces in Canada list.
• Committed to fostering a positive and inclusive work environment.
• Pioneers in asynchronous work, empowering team members to make decentralized decisions and drive meaningful change.
• Design and integrate cutting-edge audiovisual (AV) solutions that enhance collaboration and communication.
• Committed to continuous learning and teamwork, delivering high-touch, premium AV solutions to enterprise and government clients.
• A workplace built on trust, empowerment, and a positive atmosphere.
• Values diversity and is committed to building teams that reflect various backgrounds, perspectives, and skills.
• Hiring decisions are based on qualifications, merit, and business needs.
• Does not use AI in any of its hiring process.

Equal Opportunity

• ET Group values diversity and is committed to building teams that reflect various backgrounds, perspectives, and skills. Our hiring decisions are based on qualifications, merit, and business needs. We do not use AI in any of our hiring process.