AV Support Engineer Overview of The Role: The AV Support Engineer serves as the primary tier 0 / 1 technical support contact for our Live Command Center (LCC) in Los Gatos, CA. The primary responsibility of this role is to ensure the seamless operation of all technical infrastructure within the facility, which serves as the core monitoring facility for the overall health of Live events.This is an onsite Contractor role based at the Los Gatos Campus.  Key Responsibilities: Serve as the main point of contact for all technical support within the LCC. Perform routine support tasks including: Basic break/fix troubleshooting. End user support for consumer devices (IoT devices, game consoles, Set Top Boxes, Tablets etc..) Repairing/replacing workstation cabling (HDMI, Ethernet, Audio, SDI). Remote Smart hand services for off-site engineering teams. Troubleshoot HDMI switchers, multiviewers, and video wall signal paths. Troubleshoot and reset IPTV Endpoints. Aide in the support and operations of the facility(s) TAG Video MultiViewer & Alerting tools. Aide in the support of the facilities Riedel Intercom Systems, managed by the Broadcast team. Aide in diagnosing and testing network services, including DHCP, TCP/UDP, and DNS. Maintain the TV video wall system, including alignment and calibration, notifying engineering teams of performance issues. Coordinate with the Live Operations teams to schedule maintenance windows for hardware updates, repairs, and preventative care. Conduct and document routine system health checks of all mission-critical LCC components. Update and maintain system documentation for both engineering and operations teams. Engage OEMs and 3rd party vendors (such as AV Integrators) on hardware RMAs, post-install warranty work and support tracking. Help train end-users and operators on room systems. Available off hours and holidays to support major events as needed. Setup and break downfacility as needed for key show operational needs. Preferred Experience: 5+ Years supporting and maintaining AV Systems. Familiarity with broadcast engineering systems and workflows. Familiarity with enterprise IP Video Distribution Systems. Previous experience supporting both Mac and Windows Operating Systems in an enterprise environment. Experience with IP KVM systems (Adder). Experience with Lucid Chart, Miro, Draw.io, or similar diagraming software. Working knowledge of HDMI standards and troubleshooting practices. Working knowledge of SDI (IP and Baseband) standards, signal specs, and troubleshooting practices. Familiar with broadcast common frame rates, conversions and color spaces. Familiarity with video transport standards, including both baseband (SDI) and IP video ( SMPTE 2110, SRT, WebRTC, Multicast, UDP, MPEG-TS). Technical troubleshooting and root cause analysis skills across AV and IT domains. Ability to read and interpret system diagrams, signal flows, and device configuration documentation. Strong communication and coordination skills,ability to work independently and cross-functionally. Customer service oriented. Facility Overview The Live Command Center (LCC) in Los Gatos is the end to end monitoring facility for all things Live. The facility is operated by full-time operators whose responsibilities are to ensure that all live systems within the ecosystem are online, healthy, and performing to our standards. During an event, the operators are responsible for monitoring, alerting, and handling all incident management at any given time.To accomplish this the facility is equipped with both broadcast system signal monitoring, off the shelf consumer device monitoring, and internal proprietary monitoring and alerting tools.The AV Support Engineer will be responsible for maintaining and supporting all the AV equipment in the space that allows these operators to successfully execute their duties for live events. This includes break/fix, troubleshooting AV and network signals, troubleshooting AV devices, and training users on the technical capabilities of the space. Equipment  Video  2x12 (24 total)LG TV Video Wall 10 Operator Desks Vitec IP/EZTV IP Video Router and Endpoints (HDMI) AV ProEdge 8x8 HDMI Switcher (in each operator desk) AV ProEdge Quad MultiViewer (in each operator desk) AJA HA5-12G HDMI>SDI Converter ADDER IP KVM (ALIF4000s) Dell Desktop Monitors Proprietary HDMI Encoders TAG Multiviewer (2110, SRT, AVC, DASH Feeds) Consumer Devices (1 per operator desk) AppleTV - Roku - Google Streamer - FireStick Playstation - XBOX - iPad - Galaxy Tablet Audio Marantz AV10 AVR Genelec 5.1 Surround Sound Wohler IAM 12G Audio Monitor (in each operator desk) Intercom Riedel RSP-1232HL (One Per Desk) Room Controls  QSYS Pay R a te Range: $55-65/hr.