AV Technical Support Specialist – Tier 1

AV User Support, Incident & Event Support

• Act as the first point of contact for AV-related incidents, service requests, and operational support, with clear, courteous, and professional communication before, during, and after AV usage.
• Log, categorize, prioritize, and update all AV incidents and service requests in the approved ticketing system with complete and accurate details.
• Support pre-event testing, system checks, and readiness validation for event-critical AV systems.
• Provide on-site and remote AV support for meetings, exhibitions, rehearsals, and daily operations, including setup, operation, dismantling, and first-level troubleshooting across the locations.
• Support portable and off-site AV setups for the initiatives and special events.

Preventive Maintenance, Escalation & Documentation

• Perform routine preventive maintenance, basic repairs, cleaning, and safe handling of AV equipment, following cable management, equipment storage, and safety standards.
• Escalate complex or unresolved issues to AV Technical Services – Tier 2 in line with escalation procedures and support Tier 2, under guidance, with investigations, upgrades, documentation, and follow-

up.

• Maintain accurate records of operational activities, incidents, maintenance actions, and equipment usage,

and contribute to the AV knowledge base.

Requirements

Educational Qualification — Degree or Diploma from a recognized university in Information Technology or a related field.

Years of Relevant Experience — 2-5 years hands-on professional experience directly applicable to the specific Service Line, responsibilities, and scope of work. Experience in unrelated roles, domains, technologies, or operational contexts shall not be counted as Relevant Experience.

Professional Certification — CTS-I, CTS-D, Adobe Certified Professional (ACP), or equivalent (design, installation, and configuration of AV systems, live and scheduled events, media content preparation).