AV Support
Dexian
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Job summary
Dexian seeks an Onsite Conferencing Concierge to staff high-traffic office locations, primarily Chicago River Point and Tryon Street in Charlotte, ensuring seamless executive meetings.
You will perform pre-meeting room readiness checks, provide in-room and remote support, and troubleshoot AV/telecom issues, collaborating with vendors to maintain room technology and user adoption.
Qualifications
- Experience supporting enterprise conferencing platforms.
- Strong troubleshooting across AV, networking, and endpoints.
- Ability to diagnose and resolve in-room issues.
- Familiarity with AV systems and device lifecycle management.
- Able to work independently in a fast-paced environment.
Responsibilities
- Conduct early-morning room readiness checks prior to the first scheduled meetings to proactively identify and resolve issues.
- Validate functionality of audio, video, displays, room controls, and connectivity.
- Provide rapid, in-room response during live meetings and high-visibility events to prevent or resolve disruptions.
- Troubleshoot issues related to audio quality and tuning, video/camera framing and alignment, content sharing and proximity join, and device pairing and connectivity.
- Identify recurring issues and coordinate remediation with vendors and engineering teams.
- Provide remote troubleshooting support for other office locations and users as needed.
- Share knowledge, trends, and recurring issues to improve enterprise-wide collaboration experiences.
- Contribute to and improve key service metrics, including room readiness rates, MTTR, incident volume trends.
Skills
Tools
Job description
Work designation: Office-based full time
Schedule: Mon-Fri/7am-4pm (some requirements to shift hours on some weeks and possibility of a weekend day)
Select hardware needed for resource: Virtual Desktop (ERD or DVD)
- Requires use of personal PC/MAC or supplier-supplied PC/MAC
Equipment: Using their own or supplier-owned PC/MAC with Virtual Desktop
Location: Fully in office
Below are the locations where we want to staff the conferencing concierge role.
The Chicago Merchandise Mart and Chicago River Point are buildings that are 2 blocks from each other and our expectation is 1 person can cover both locations and will be expected to walk between them as needed.
Chicago River Point is the primary and more important location between these 2.
River Point is our executive location where our CEO and Senior Leadership are housed.
The person working in this location must be able to interact with the C-Suite.
Tryon St., Charlotte, NC 28203
Mart Plaza, Chicago, IL
Lake Street, Chicago, IL
The Onsite Conferencing Concierge is a highly visible, customer-focused role responsible for ensuring seamless, frictionless meeting experiences within high-traffic office locations (PODs).
This role blends technical expertise with white-glove service, providing proactive room readiness, real-time meeting support, and hands‑on issue resolution to protect critical business and executive interactions.
The Concierge serves as both a local collaboration expert and a remote support extension, helping users across locations troubleshoot conferencing challenges and adopt best practices across Client Teams Rooms and related technologies.
- Conduct early-morning room readiness checks prior to the first scheduled meetings to proactively identify and resolve issues
- Validate functionality of audio, video, displays, room controls, and connectivity
- Perform checklist-driven inspections to ensure consistent quality and reliability across all rooms
- Provide rapid, in-room response during live meetings and high-visibility events to prevent or resolve disruptions
- Support executives and critical business meetings with a high-touch, white-glove approach
- Troubleshoot issues related to audio quality and tuning, video/camera framing and alignment, content sharing and proximity join, and device pairing and connectivity
- Assist Conferencing, Collaboration & Content Product Team with maintenance of firmware, software, and Teams application currency across conferencing systems
- Identify recurring issues and coordinate remediation with vendors and engineering teams
- Own and track post-installation punch list items and ensure completion
- Provide in-the-moment coaching and support to meeting participants
- Deliver lightweight training on casting and wireless sharing, Teams meeting controls and features, and room best practices and etiquette
- Maintain a visible and approachable presence to encourage early issue reporting
- Provide remote troubleshooting support for other office locations and users as needed
- Assist service desk and engineering teams in diagnosing complex conferencing issues
- Share knowledge, trends, and recurring issues to improve enterprise-wide collaboration experiences
- Contribute to and improve key service metrics, including room readiness rates, mean time to resolution (MTTR), incident volume trends, and proactive vs. reactive fix ratios
- Identify opportunities to reduce friction and improve the end-user experience
- Experience supporting enterprise conferencing platforms (e.g., Client Teams Rooms)
- Strong troubleshooting skills across AV, networking, and endpoint technologies
- Ability to diagnose and resolve issues requiring physical, in-room intervention
- Familiarity with audio/video systems and room acoustics, device firmware/software lifecycle management, and collaboration platform features and integrations
- Ability to work independently in a fast-paced, high-visibility environment
- Experience supporting executive environments or high-profile meeting spaces
- Knowledge of AV hardware vendors (e.g., Logitech, Neat, Poly)
- Experience working with service management tools and ticketing systems
- Exposure to enterprise collaboration governance, policies, and user adoption initiatives
- Empathy and patience, understands user stress during meeting disruptions and responds calmly and supportively
- Encouraging and approachable demeanor, creates a welcoming environment that encourages users to ask for help early
- Customer-first mindset, focuses on ensuring meetings proceed smoothly, regardless of underlying technical complexity
- Strong communication skills, explains technical issues in a clear, non-technical way
- Proactive and anticipatory thinking, identifies and resolves issues before they impact users
- Confidence under pressure, performs effectively during high-visibility or executive meetings
- Primarily onsite in high-traffic office POD locations
- Early start times may be required to support pre-meeting readiness (e.g., before business hours)
- Active movement between conference rooms and collaboration spaces throughout the day
- Occasional support during peak events or extended hours for critical meetings
- Ensuring reliable, high-quality meeting experiences
- Reducing disruptions that cannot be detected or resolved remotely
- Supporting executive engagement and business continuity
- Improving user confidence and adoption of collaboration technologies
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