Immersive Experience Technical Support Lead

Zones
life insurance, paid time off, sick time, 401(k)
United States, Washington, Redmond
Apr 10, 2025
Description Position at Zones LLC. Company Overview: When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there's really only one: Zones - First Choice for IT.^TM Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on X @Zones, and LinkedIn and Facebook. Position Overview: We are seeking a highly skilled and dynamic Immersive Experience Technical Support Lead professional to join our team This position will be located within a highly visible, customer-facing location that provides support to Executive level internal and external customers. Most work will be completed on-site within the facility located in Redmond, WA. What you'll do as the Immersive Experience Technical Support Lead: The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice. Experiences / Demo Support Provide technical support and assist Envisioning Specialists in demonstrations for customers and executives Perform real-time customer facing exhibit technical support and just-in-time troubleshooting to support Envisioning Specialists in preparation for or during a customer engagement Display Microsoft, Customer, and Partner solutions and technologies as part of a customer demonstration in a support capacity with an Envisioning Specialist Document memorable customer moments through maintaining and using provided professional photography equipment and delivering high quality output of these images Develop and optimize video content, ensuring high quality end product utilized for training, readiness and video libraries Design dynamic scenes for live or recorded broadcasts shown to internal audiences, customers or partners using OBS, Stream Deck, and Microsoft Teams Oversee video production equipment, ensuring hardware and software reliability and world class end product Installation & Integration: Provide technical consulting, task coordination and integration support for planning, installation and preparation of customer facing exhibits and demos Assist in installation and integration of AV equipment, software, and physical props Configure and setup demos ensuring all security and functional requirements are met Coordinate delivery, installation, management and return of partner-owned demo equipment and resources Advanced Troubleshooting & Repairs: Diagnose and resolve complex technical issues related to AV equipment, systems, and software Replace or repair faulty components with minimal disruption to scheduled events or demos Perform physical device or equipment repairs, device imaging and/or supporting repairs or adjustments to a third party's equipment Perform system diagnostics and in-depth troubleshooting for hardware and network issues, escalating to Level 3 support or Partners when necessary Preventive Maintenance & System Health Checks: Perform routine preventative maintenance and testing to ensure systems are operating at peak efficiency Conduct regular health checks of AV systems and software, including equipment calibration, firmware updates, and performance optimization Monitor systems for potential issues and proactively resolve them before they affect demo functionality Documentation & Reporting: Maintain accurate documentation of all service activities, including installations, troubleshooting logs, equipment changes, and repairs Produce detailed reports on system health, maintenance activities, and performance metrics Provide feedback and recommendations to improve the functionality of AV systems and equipment Perform Matterport scans to keep a digital twin of the Immersive Experience floor up to date in a rhythm directed by the business What you will bring to the team: Education & Experience: Associate's or Bachelor's degree in a technical field (e.g., AV technology, electronics, or IT) or equivalent work experience in a similar role 3+ years of hands-on experience with AV system installations, troubleshooting, and maintenance, particularly in corporate or executive environments. Experience delivering product demonstrations or presentations, ideally in a B2B or technical environment. Ability to engage with senior-level executives and decision-makers, as well as technical audiences Experience working with high-end AV equipment Strong organizational skills and the ability to manage multiple demo sessions, events, and projects simultaneously Skills & Knowledge: Expertise in AV hardware, including displays, projectors, audio systems, microphones, cameras, and control systems. In-depth understanding of AV signal routing, networking protocols, and the integration of various AV components. Proficiency in troubleshooting and maintaining complex AV systems, including both hardware and software-related issues. Experience with Azure Deployment Environments, Azure Hybrid Cloud and Azure Virtual Machines. Experience with Q-SYS - a platform that integrates audio, video and the control of devices and its services Soft Skills: Strong problem-solving skills and the ability to think critically and analytically under pressure. Excellent communication skills, with the ability to interact effectively with executives, clients, and team members. Highly organized, with the ability to manage multiple tasks and prioritize effectively in a fast-paced environment. Professional demeanor and ability to handle sensitive or high-stakes situations with discretion and tact. Certifications: AVIXA Certified Technology Specialist (CTS) or CTS-I (Installer). Crestron, Extron, or AMX certified. Network certifications (e.g., CompTIA Network+, Cisco) are a plus. Working Conditions: This position will primarily involve working on-site within a premier customer facility with occasional travel to other locations. Flexibility is required to accommodate high-priority meetings or events, which may include evenings or weekends. The role requires the ability to lift and move AV equipment and props (up to 50 lbs) as necessary for installations or repairs. Must be able to work in a professional, client-facing environment and manage sensitive situations with discretion Strong organizational skills and the ability to manage multiple demo sessions, events, and projects simultaneously Qualified candidates can expect a salary range of $100,000 - $110,000. #LI-JL1 Zones offers a comprehensive Benefits package While we're committed to providing top-tier solutions, we're just as committed to supporting our own team. Our team members enjoy a variety of comprehensive benefits, including medical, dental and vision coverage, life insurance, disability insurance, a 401(k) plan with matching provision, and many more. Generally, Zones currently offers paid time off and personal sick leave in compliance to individual state requirements. At Zones, work is more than a job - it is an exciting career on a global team that is client centric, has a passion for technology, embraces change and lifelong learning in a collaborative culture. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse. If you're interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability. Zones participates in E-Verify. E-Verify is a system that compares information from a team member's Form I-9 to federal records to confirm their eligibility to work in the United States.