Sr. AV Support Engineer, Empire State Building

Esrtreit; New York (NY); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health/Dental/Vision insurance

401(k) with match

Paid parental leave

Generous PTO

Complimentary ESBO access

Job summary

ESRT seeks an AV Support Engineer to maintain and support AV/IT systems across the Empire State Building Observatory (ESBO) and ESRT portfolio. This on-site role covers exhibits, lounges, and conference rooms with a five-day work week and holiday coverage.

You will configure Crestron, Biamp Tesira, Shure, and Dante networks, support hybrid meetings (Teams/Zoom), and collaborate with IT on security and patching to ensure reliable performance for events.

Qualifications

• Bachelor’s degree in IT, engineering, or related field preferred.
• 2–5 years IT/AV support experience, especially in exhibit or museum environments.
• Proficiency with Crestron, Biamp Tesira, Shure dynamics, and Dante networks.

Responsibilities

• Operate, maintain, and troubleshoot AV/IT systems across ESBO and ESRT spaces.
• Provide first-line on-site IT AV support for events and meetings.
• Configure Dante networking and support Teams/Zoom hybrid meetings.
• Manage tickets and projects, document configurations and SOPs.
• Collaborate with IT/network teams on security and patching.
• Support exhibit hardware, turnstiles, kiosks, and ticketing systems.
• Deliver executive-level support for high-visibility events.
• Maintain system uptime with proactive maintenance.
• Ensure compliance with PCI/SOX for observatory operations.

Skills

Crestron control systems

Biamp Tesira

Shure wireless systems

Dante networking

Teams/Zoom support

Office 365/SharePoint

Salesforce ticketing

Monday.com project management

Windows 11 patching

Cybersecurity basics

Education

Bachelor’s degree in computer science, engineering, or related field

Tools

Crestron

Biamp Tesira

Shure

Dante

BrightSign

Medialon

QSYS

Dante networking

Job description

Position Summary

The AV Support Engineer will support audiovisual systems across The Empire State Building Observatory (ESBO), amenity lounges and conference rooms. The AV Support Engineer will provide prompt and accurate first line IT AV support, assisting with AV hardware and software-related questions, concerns, and tasks. Responsibilities include ensuring reliable performance for events and meetings, managing AV workflows, maintaining exhibits and delivering white‑glove service. This afternoon/evening position will require a five‑day work week on site and holiday coverage is mandatory with overtime and double‑time pay available.

Responsibilities

• Operate, maintain, and troubleshoot AV systems (Crestron, Biamp Tesira, Shure, PTZ cameras, projectors, BrightSign)
• Configure and manage Dante audio networking
• Provide technical support for events and hybrid meetings (Teams/Zoom)
• Support Observatory Exhibit hardware (turnstiles, kiosks, exhibits, ticketing systems)
• Deliver executive‑level support for high‑visibility events
• Collaborate with IT/network teams on connectivity and cybersecurity
• Manage tickets in Salesforce and AV projects in Monday.com
• Assist with Windows 11 patching, imaging, and content updates
• Document configurations, SOPs, and maintenance schedules
• Explore emerging technologies (including AI) to improve workflows
• Provide on‑site and remote AV technology support for the Empire State Building Observatory along with other systems in the ESRT portfolio
• Support and maintain the ESBO hardware including turnstiles, kiosks, exhibits, and ticket booths
• Perform daily AV system monitoring, verifying the integrity and availability of all hardware, server, and systems
• Provide technical assistance to support a wide range of ESBO events (i.e.; movie night, lighting ceremonies)
• When required, assist with supporting and preparing conference rooms/town halls and additional areas to deliver Audio Visual services
• Assist in preventative maintenance schedules of kiosk, turnstiles, and ticket printers
• Identify, troubleshoot, and resolve various technical problems and ensure service levels agreement (SLA) are upheld
• When required, provide helpdesk support for ESBO, ESRT, and building staff, including the Property Management Office, Building Engineers, Maintenance Staff, Security Staff, and Front desk
• Ensure cybersecurity practices are incorporated into all IT and AV related work
• Provide timely responses to support requests via phone, email or in person
• Follow departmental change management processes and protocols
• Provide executive level support to ESBO and ESRT senior leadership
• Provide support for key office automation software (i.e., Office 365, Teams, SharePoint, Adobe)
• Provide timely updates to end‑users and management regarding the status of reported problems/projects
• Review helpdesk tickets and elevate as necessary based on established guidelines and procedures
• Deployment of software updates, upgrades, and hot fixes, including the imaging of new devices, as required
• Assist with the planning and deployment of new and upgraded hardware and software products
• Assist other branches of Information Technology with projects and tasks
• Carry out other duties assigned or requested by management
• Maintain operation, configuration, documentation of all IT related issues
• Maintain PCI and SOX compliance for the Observatory

AV Skillset

• Control Systems: Crestron control systems (required); programming & DM NVX distribution (preferred)
• Medialon show control systems (preferred); Barco Overture automation & scheduling (preferred)
• Audio DSP & Control: Q‑SYS design, configuration, and control (required); scripting & advanced integration (preferred); Biamp Tesira DSP configuration (required); certification (preferred)
• Audio Systems & Mixing: XLR‑based audio systems, signal flow, and troubleshooting (required); Audio board mixing for live, installed, and hybrid environments (preferred)
• Microphones & RF Systems: Shure wireless microphone systems setup and coordination (required); Wireless Workbench monitoring and optimization (preferred)
• Networking & AV‑over‑IP: Dante audio networking setup and troubleshooting (required); Level 3 certification (preferred); Basic IP networking for AV systems (required); VLANs, QoS, and managed switch configuration (preferred)
• Lighting Systems (Theatrical & Architectural): Theatrical and architectural lighting systems integration (preferred); ETC lighting control platforms (Eos family) (preferred). DMX and sACN lighting networks configuration and troubleshooting (preferred)
• Video Conferencing: Teams & Zoom support (required); room design standards (preferred)
• Digital Signage: BrightSign player setup and content publishing (required); BrightSign Network (BSN) administration (preferred)
• Show Control & Automation: Medialon‑based multi‑system show control integration (preferred); Barco Overture automation for synchronized AV, lighting, and media playback (preferred)
• Exhibit & Experiential Support: Exhibit fabrication maintenance and support, including AV integration during build and install (required); Coordination with fabricators, designers, and installers for permanent and temporary exhibits (preferred)
• Deliver reliable AV/IT support for Empire State Building Observatory and portfolio spaces
• Provide exceptional customer service for events and meetings
• Resolve issues promptly while maintaining cybersecurity standards
• Ensure system uptime and compliance with patching protocols

KPIs

• System uptime > 99.5%
• First response: P1 < 15 min; P2 < 1 hr, P3 < 3 hrs
• MTTR < 3 hrs

30/60/90‑Day Plan

• 30 Days: Shadow ESBO Ops, audit systems, document configs
• 60 Days: Implement preventative maintenance, assisted triage
• 90 Days: Optimize workflows, complete patching, formalize event playbooks

Qualifications and Experience

• Strong understanding of AV and IT systems, PC hardware, OS, and networking
• Strong technical aptitude and troubleshooting skills
• Outstanding communication and customer service
• Ability to manage stressful situations in a calm, courteous, and efficient manner
• Ability to make quick, clear decisions with minimal supervision
• Ability to meet deadlines and strong attention to detail
• Excellent interpersonal, oral, and written communication skills
• Detail‑oriented with strong organizational skills
• Bachelor’s degree in computer science, engineering, or related field preferred
• 2–5 years experience in IT/AV support; experience with exhibit support for museums or theme parks is highly preferred
• Certifications a plus: A+, Network+, Security+, CTS, Dante, Crestron, Biamp, QSYS
• Prolonged periods of sitting at a desk and working on a computer
• Ability to work at heights using ladders
• Ability to move between offices
• Must be able to lift up to 50 pounds at times

Work Schedule

• Flexible schedule, including ability to work nights, weekends, and holidays

Company Culture & Success Factors

• Adaptable – you are a self‑starter who’s able to quickly digest and execute new processes to work both collaboratively and independently
• Dynam­ic – you are solutions‑oriented, aim to improve processes and implement efficiency, and offer insightful feedback to improve ESRT
• Dependable – you take a strong sense of ownership and accountability over your work
• Passionate – you keep up with industry trends and are excited about the potential to propel the industry forward with a roll‑up‑your‑sleeves attitude
• Curious – you consistently look for new ways to work smarter, not just harder
• Ethical – you treat others with respect, act with integrity in how you perform your work, and embrace our collaborative culture
• Positive – you possess a service‑oriented attitude with excellent follow through

Benefits

• Competitive base salary and bonus
• Health/Dental/Vision insurance
• Company-sponsored Life, AD&D, STD (with Salary Continuation), and LTD Insurance
• Voluntary Enhanced LTD Program
• Voluntary Hospital, Accident, and Cancer Programs
• 401(k) with 100% match up to 5%
• Paid parental leave
• Pre‑tax transit accounts
• Employee Assistance Program for emotional, financial, and legal support
• Generous paid time off
• Employee engagement programs
• Volunteer time off
• Continuing education
• Complimentary Empire State Building Observatory access
• Complimentary gym membership and other wellness benefits
• Employee Discount Programs

ESRT is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because they drive curiosity, innovation, and the success of our business. We do not discriminate based on race, religion, color, creed, national origin, sex, sexual orientation, gender identity or expression, reproductive choices, age, marital status, veteran status, disability status, pregnancy, parental status, caregiver status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination. Reasonable accommodations that do not create an undue hardship for the Company are available for applicants and employees with disabilities or sincerely held religious beliefs.