AV Multimedia Service Engineer
Swiss Re · Mexico City, Mexico · 9d ago
Are you an AV & Unified Communications professional who thrives in a fast-paced corporate environment, loves solving real problems for real people, and takes pride in making every meeting experience just work? If you're energized by hands-on user support, meeting room technology, and being the go-to expert your colleagues across an entire region can count on – this role is for you.
About the Role
As an AV Multimedia Service Engineer within Swiss Re's Digital Workplace (DWP) Field Services team, you will be the on-the-ground expert based in our Mexico City office – and the primary AV & Unified Communications (UC) point of contact for the entire Americas region. While your physical presence anchors our Mexico City office, your reach extends across the Americas, providing remote AV & UC support to colleagues wherever they are. You'll be troubleshooting in the moment, partnering with AV & UC engineers across the globe, and continuously raising the bar on our workplace technology experience at a regional scale.
This is not a traditional helpdesk role. We're looking for someone with deep, hands-on AV & UC expertise who understands enterprise meeting room environments inside and out – and who genuinely enjoys being present, visible, and helpful both on the floor and across borders
Key Responsibilities
On-Site & Regional Remote AV & UC Support
- Be the first point of contact for AV & UC issues in the Mexico City office, providing fast, professional, and empathetic on-site support
- Serve as the primary remote AV & UC support resource across the Americas region – diagnosing and resolving issues for colleagues in offices throughout the region, and collaborating with fellow AV & UC engineers globally when room or system challenges arise
- Ensure the daily operational readiness of all meeting rooms and collaboration spaces through proactive health checks, testing, and early issue resolution before colleagues are impacted
Meeting Room Technology & Systems
- Maintain, troubleshoot, and optimise integrated AV & UC systems across the office, including room displays, audio systems, cameras, and control panels
- Support the installation, upgrade, and decommissioning of meeting room technologies during office changes, relocations, or refreshes
- Coordinate with internal engineering teams and external partners to test and deploy new or updated AV & UC systems and collaboration tools
- Contribute to the continuous improvement of standard operating procedures and technical documentation
User Engagement & Training
- Build trusted relationships with colleagues and stakeholders, proactively understanding their needs and advocating for a great meeting room experience
- Provide hands-on guidance and training to users and fellow Field Services colleagues on AV & UC room technologies, best practices, and self-help tips
- Champion a proactive, user-first service culture – going beyond ticket resolution to genuinely improve how people experience technology at work
Asset & Compliance Management
- Take ownership of AV & UC hardware lifecycle management within your area of responsibility – from procurement coordination to end-of-life
- Ensure full compliance with Swiss Re's information security policies, standards, and procedures
- Oversee external service providers to ensure adherence to agreed objectives and internal regulations
About the Team
The AV Multimedia Operations team is part of the Field Services area within Swiss Re's Digital Workplace (DWP) division. Our mission is to deliver timely, professional, and efficient on-site support at every customer interaction – empowering colleagues to collaborate effectively from day one and minimizing any loss of productivity.
We are a global, inclusive, and collaborative team that supports each other across time zones and geographies. We bring efficiency, empathy, and excellence to everything we do – and we take real pride in the experience we create for the people we support.
About You
You are a hands-on AV & UC professional with a genuine passion for enterprise meeting room environments and face-to-face user support. You combine solid technical knowledge of AV & UC systems with a warm, approachable, service-first mindset. You're comfortable working independently, taking ownership of issues end-to-end across an entire region, and collaborating with a global team of specialists when complex challenges arise.
We are looking for candidates who meet these requirements:
- Proven, hands-on experience with AV & UC systems in an enterprise or corporate environment – including installation, configuration, operation, and maintenance of meeting room technologies (displays, audio systems, cameras, codecs, and control systems)
- Strong working knowledge of Microsoft Teams Rooms (MTR) in a corporate meeting room context – including device management, troubleshooting, and end-user support
- Demonstrated experience providing direct, on-site AV & UC support to end users in a corporate setting – with the ability to diagnose and resolve issues quickly, communicate clearly under pressure, and leave users feeling genuinely supported
- Hands-on experience operating Microsoft Teams Townhall sessions – confidently managing the technical setup, execution, and support of Townhall events for a defined internal user group within a corporate environment
These are additional nice to have:
- Experience using IT Service Management tools such as ServiceNow (SNOW), Jira, or similar platforms for incident logging, tracking, and reporting
- Q-Sys Level 1 and/or 2 Certification
- Familiarity with AV control systems (e.g. Extron, AMX, Q-Sys) and digital signal processing (DSP) configuration
- Experience supporting or mentoring peers in a distributed or global support team
- Knowledge of network fundamentals relevant to AV-over-IP and cloud-based collaboration platforms
- Spanish and English communication skills – additional languages are a bonus
- A degree or technical qualification in AV, Unified Communications, or a related field – or equivalent professional experience such as (but not limited to) Q-Sys Level 1 and/or 2 certification
About Swiss Re
Swiss Re is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime. Combining experience with creative thinking and cutting-edge expertise, we create new opportunities and solutions for our clients. This is possible thanks to the collaboration of more than 14,000 employees across the world.
Our success depends on our ability to build an inclusive culture encouraging fresh perspectives and innovative thinking. We embrace a workplace where everyone has equal opportunities to thrive and develop professionally regardless of their age, gender, race, ethnicity, gender identity and/or expression, sexual orientation, physical or mental ability, skillset, thought or other characteristics. In our inclusive and flexible environment everyone can bring their authentic selves to work and their passion for sustainability.
If you are an experienced professional returning to the workforce after a career break, we encourage you to apply for open positions that match your skills and experience.
Reference Code: 137320