Torchora
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Key Responsibilities and Required Skills for a Lobby Technician

💰 $55,000 - $80,000 annually, commensurate with experience

Information TechnologyAudio-Visual ServicesFacilities ManagementCustomer Support

🎯 Role Definition

The Lobby Technician is the technological heart of our front-of-house operations. This individual is a key player in creating a seamless and impressive first impression for all visitors, employees, and executives. You'll be the on-site expert, responsible for the daily operation, maintenance, and support of all audio-visual (AV) systems, interactive displays, and related technology within our main lobby and adjacent public spaces. This is a hands-on role that blends deep technical expertise with exceptional customer service, ensuring our lobby environment is always functional, engaging, and representative of our brand's commitment to innovation.

📈 Career Progression

Typical Career Path

Entry Point From:

  • AV Technician
  • IT Help Desk Support
  • Hotel/Hospitality AV Specialist

Advancement To:

  • Senior AV Engineer
  • Lead Event Technician
  • IT Operations Manager

Lateral Moves:

  • Corporate Event Producer
  • Unified Communications Specialist

Core Responsibilities

Primary Functions

  • Perform comprehensive daily system checks to ensure all lobby audio-visual equipment, including large-scale video walls, interactive touch displays, digital signage, and distributed sound systems, are fully operational and performing to standard.
  • Provide immediate, on-site technical support and hands-on troubleshooting for all lobby technology, rapidly diagnosing and resolving issues with AV hardware, control software, and network connectivity to minimize any impact on the guest experience.
  • Manage and maintain dedicated video conferencing systems (e.g., Zoom Rooms, Microsoft Teams Rooms) located in lobby-adjacent meeting spaces, ensuring they are impeccably maintained and ready for high-profile executive meetings.
  • Act as the primary technical point of contact for guests, clients, and employees experiencing difficulties with lobby systems, offering clear, patient, and effective guidance to resolve their issues.
  • Coordinate and flawlessly execute the setup, live operation, and subsequent breakdown of audio-visual equipment for small-scale events, high-level presentations, and VIP visits held within the lobby and its connected areas.
  • Manage the content lifecycle for all digital signage and video walls, working closely with marketing and internal communications teams to schedule, test, and deploy new media content according to a pre-defined calendar.
  • Conduct a rigorous schedule of routine preventative maintenance, including physical cleaning, firmware updates, and software patching on all AV equipment to prevent failures and prolong the life of the assets.
  • Professionally calibrate audio and video equipment to ensure optimal performance, including color matching across video wall panels and balancing audio levels for clear, pleasant ambient sound.
  • Maintain a meticulous and up-to-date inventory of all lobby AV assets, spare parts, consumable items, and adapters, and manage the procurement process for replacement equipment.
  • Escalate complex hardware, software, or network issues to senior engineering teams or third-party vendors, owning the support ticket and communication from initiation through to final resolution.
  • Develop, write, and maintain clear user guides and Standard Operating Procedure (SOP) documentation for lobby technology to empower end-users and cross-train other support staff.
  • Proactively train front desk staff, security personnel, and other relevant team members on the basic operation of lobby AV systems to enable effective first-level support and quick fixes.
  • Monitor AV system performance and usage analytics, generating periodic reports on equipment health, recurring issues, and user engagement trends to inform future technology strategy and investments.
  • Interface directly with integrated control systems like Crestron, Extron, or AMX to monitor system status, troubleshoot functionality, and occasionally deploy simple programming adjustments.
  • Ensure all technical installations, cabling, and equipment racks are impeccably organized, labeled, and adhere to all safety standards, maintaining a professional and tidy appearance behind the scenes and in public-facing areas.

Secondary Functions

  • Provide secondary IT support for general technology within the lobby's sphere, including guest Wi-Fi connectivity, public-use tablets or kiosks, and mobile device charging stations.
  • Liaise effectively with Facilities, Real Estate, and Corporate Security teams to coordinate on projects or resolve issues that involve electrical, structural, or security system integrations with our AV technology.
  • Actively assist with the research, evaluation, and recommendation of new and emerging technologies that could be implemented to elevate the lobby and visitor experience.
  • Participate in project meetings for lobby renovations or technology refresh initiatives, providing crucial technical input and an operational perspective to ensure successful outcomes.
  • Manage relationships with key vendors for AV maintenance contracts and warranty support, coordinating on-site visits and ensuring that all Service Level Agreements (SLAs) are consistently met.
  • Diligently document all support activities, troubleshooting steps, and final resolutions in the company's IT Service Management (ITSM) platform (e.g., ServiceNow) for robust tracking and knowledge sharing.
  • Consistently uphold the highest level of professionalism, polish, and customer service, recognizing the critical role the lobby plays as the primary face of the company to the outside world.

Required Skills & Competencies

Hard Skills (Technical)

  • Advanced AV Troubleshooting: Deep expertise in diagnosing and resolving complex issues with a wide range of AV equipment, including LED video walls, interactive displays, projectors, wireless microphones, mixers, and amplifiers.
  • Video Conferencing Platforms: High-level proficiency in supporting and managing enterprise-grade video conferencing solutions such as Zoom Rooms, Microsoft Teams Rooms, and Cisco Webex devices.
  • AV Control Systems: Practical, hands-on experience with integrated control systems like Crestron, AMX, or Extron for system operation, monitoring, and first-level troubleshooting.
  • Digital Signage Management: Familiarity with enterprise-level Content Management Systems (CMS) for digital signage (e.g., Appspace, BrightSign, Scala) to schedule, manage, and deploy media assets.
  • Signal Flow & Connectivity: A strong, fundamental understanding of audio and video signal flow, various cable types (HDMI, SDI, DisplayPort, XLR), and modern distribution technologies like HDBaseT and AV over IP.
  • Core Networking: A solid knowledge of TCP/IP networking principles, including Wi-Fi, Ethernet, IP addressing, and VLANs, particularly as they apply to connecting and troubleshooting AV and IT systems.
  • General IT Support: Competency in supporting both Windows and macOS operating systems and providing general hardware and software support for end-user devices found in the lobby environment.

Soft Skills

  • Customer-Centric Mindset: An unwavering commitment to providing an exceptional, white-glove service experience for every guest, employee, and executive who enters our space.
  • Poise & Problem-Solving: The ability to think critically and logically under pressure, maintaining a calm, confident, and professional demeanor while troubleshooting urgent, high-visibility issues.
  • Exceptional Communication: Superb verbal and written communication skills, with a talent for explaining complex technical concepts to non-technical individuals in a clear, patient, and friendly manner.
  • Proactive Initiative: A strong sense of ownership and the drive to identify potential problems, perform preventative maintenance, and suggest system improvements without needing constant supervision.
  • Adaptability & Eagerness to Learn: A natural curiosity for new technology and the mental flexibility to adapt to evolving systems, shifting priorities, and the dynamic pace of a corporate environment.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or GED. Equivalent, verifiable practical experience will be strongly considered.

Preferred Education:

Associate's or Bachelor's degree in a relevant technical field.

Relevant Fields of Study:

  • Information Technology
  • Audio-Visual Technology
  • Communications
  • Electronics Technology

Experience Requirements

Typical Experience Range:

2-5 years of direct experience in a corporate AV support, live event technology, or IT help desk role.

Preferred:

Experience in a high-traffic, customer-facing environment such as a corporate headquarters, executive briefing center, or luxury hospitality setting is highly desirable. Industry certifications like AVIXA's CTS (Certified Technology Specialist) are a significant plus.

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