Engineer, Infrastructure Service Management

Job Title

Digital Workplace AV Support Engineer

Location

Bethlehem, PA. This role requires travel to other Guardian locations including Hudson Yards (NYC), Holmdel, NJ, and additional sites as needed (up to 25%). Occasional off-hours and weekend support is required.

Job Summary

Guardian is seeking a highly capable AV Support Engineer to join the Digital Workplace organization. This role is responsible for delivering reliable, high-touch audiovisual and collaboration support across conference rooms, executive meeting spaces, and enterprise event environments.

This is a hands-on, customer-facing role supporting Microsoft Teams Rooms and modern hybrid collaboration technologies. The position requires strong technical depth, composure under pressure, and the ability to resolve issues in real time during business-critical meetings and events.

The ideal candidate operates independently, partners effectively across IT, Facilities, and vendors, and takes ownership of delivering a consistent, high-quality meeting experience across all locations.

Key Responsibilities

AV and Collaboration Support

• Provide onsite and remote support for conference rooms, boardrooms, training rooms, and hybrid collaboration spaces
• Support Microsoft Teams Rooms and related AV technologies including cameras, microphones, DSPs, displays, and control systems
• Perform real-time troubleshooting during live meetings, minimizing disruption and ensuring a seamless experience
• Conduct pre-meeting room validation checks to ensure readiness and reliability

Event and Executive Support

• Deliver white-glove support for executive meetings, town halls, and enterprise events
• Manage end-to-end AV support including setup, testing, live operation, and teardown
• Partner with business stakeholders and event organizers to define requirements and ensure successful execution
• Support live and hybrid events including streaming, recording, and broadcast workflows

End User Support and Experience

• Support collaboration tools including Microsoft Teams and related conferencing platforms
• Provide direct assistance to end users, including executives, ensuring a high-quality and consistent meeting experience
• Deliver basic user guidance and training on AV and meeting technologies

AV Operations and Reliability

• Perform routine health checks, preventative maintenance, and system validation across AV-enabled spaces
• Monitor and troubleshoot recurring issues; perform root cause analysis and recommend long-term fixes
• Maintain high availability and performance of AV systems aligned to business expectations
• Track incidents, resolutions, and trends to improve service quality and reduce repeat issues

Engineering Collaboration and Standards

• Partner with engineering teams to standardize room designs, configurations, and support models
• Assist with AV deployments, upgrades, and lifecycle management across sites
• Review vendor installations to ensure alignment with enterprise standards and quality expectations
• Create and maintain documentation including room standards, SOPs, and troubleshooting guides

Vendor and Stakeholder Management

• Act as a key point of contact for AV vendors, integrators, and service providers
• Coordinate installations, repairs, and maintenance activities
• Work closely with Facilities and Real Estate teams to support workspace technology initiatives

Security and Compliance

• Ensure AV and collaboration technologies align with enterprise security and compliance requirements
• Partner with Security and Infrastructure teams to maintain secure configurations
• Support audit and risk management activities as needed

Continuous Improvement and Innovation

• Identify opportunities to improve the user experience, system reliability, and operational efficiency
• Recommend enhancements through automation, monitoring, and standardization
• Stay current on emerging AV, collaboration, and hybrid workplace technologies

Qualifications

Experience

• 8–10 years of IT experience, with at least 5 years focused on AV, video conferencing
• Proven experience supporting enterprise conference rooms, collaboration environments, and live events
• Experience in multi-site or campus environments strongly preferred

Technical Skills

• Strong hands-on experience with Microsoft Teams Rooms and enterprise collaboration platforms
• Deep knowledge of AV hardware including cameras, microphones, speakers, displays, and control systems
• Understanding of AV signal flow, cabling, and AV-over-IP concepts
• Experience troubleshooting integrated AV/IT environments and network-connected systems
• Familiarity with AV management, monitoring, and asset tracking tools

Professional Skills

• Strong troubleshooting and problem-solving skills, especially under time pressure during live events
• Ability to operate independently and manage multiple priorities in fast-paced environments
• Excellent communication skills with the ability to support both technical and non-technical stakeholders
• Customer-focused mindset with an emphasis on delivering a high-quality user experience
• High attention to detail and accountability for outcomes

Additional Preferred Skills

• Experience supporting large-scale AV environments across multiple locations
• Exposure to incident management, escalation handling, and IT service management frameworks
• Experience documenting standards, runbooks, and operational procedures
• Background in hybrid meeting support, live event production, or streaming technologies
• Relevant certifications such as AVIXA CTS or vendor-specific AV certifications preferred but not required

Why This Role Matters

This role sits at the intersection of technology and user experience. You will directly impact how employees collaborate, communicate, and engage—particularly in high-visibility meetings where reliability and professionalism are critical. Modern AV environments are tightly integrated with enterprise IT systems, requiring a blend of AV expertise, networking knowledge, and customer-centric execution.

Salary Range:

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals.  Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits. Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MyHR@glic.com. Please note: this resource is for accommodation requests only. For all other inquires related to your application and careers at Guardian, refer to the Guardian Careers site.

Visa Sponsorship

Guardian is not currently or in the foreseeable future sponsoring employment visas. In order to be a successful applicant. you must be legally authorized to work in the United States, without the need for employer sponsorship.

Notice Regarding Guardian’s Use of Artificial Intelligence in Recruitment

As part of Guardian’s job application process, Guardian may use artificial intelligence tools (“AI Tools") to automate the sorting and filtering of information provided by applicants as part of its preliminary screening. This preliminary screening may be used to help identify applicant materials and resumes relative to their indication that the applicant meets the requirements for the specific job for which they are applying, as specified in the listing posted on Guardian’s jobs website (Careers at Guardian at https://www.guardianlife.com/careers). At Guardian, we do not use AI Tools to substantially assist or replace human judgment or discretionary decision making in our hiring process. All hiring decisions will be made by Guardian colleagues.

Please be aware that if you apply for a specific position with Guardian, you will have the choice of opting out of Guardian’s use of AI Tools during the job application process. If you would like to request an alternative process that does not utilize AI Tools or would like to request a reasonable accommodation, within ten business days of your position application, you must email your request to MyHR@glic.com, making sure to provide your name and job requisition identification number. Guardian will retain your applicant materials and resume and all information therefrom in accordance with Guardian’s document retention policy, a copy of which you may request via MyHR@glic.com.

Additionally, at applicable times, Guardian will make public the most recent bias audit results for such AI tools, which may be found here. 

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.