AV Support Associate

Are you ready to be part of a dynamic team and grow your career with a company that’s redefining the future of work? At ET Group, we’re transforming the way we operate and deliver excellence through transparency, collaboration, and innovation. We are proud to be recognized as one of the top workplaces in Canada. Ranked 30th on the 2026 Best Workplaces in Canada list, our commitment to fostering a positive and inclusive work environment is at the heart of everything we do.

As pioneers in asynchronous work, we empower our team to make decentralized decisions and drive meaningful change. We design and integrate cutting-edge audiovisual (AV) solutions that enhance collaboration and communication. Committed to continuous learning and teamwork, we deliver high-touch, premium AV solutions to enterprise and government clients.

Job Description

The AV Support Associate provides flexible technical support across the service department, covering remote, on-site and field needs as they arise. The role offers exposure to every part of service delivery and day to day work is assigned on where the need is the greatest.

CORE ACCOUNTABILITIES

• Attending dispatched service calls and completing pre-visit preparation so that parts, tools and room history are confirmed before arriving on site.
• Delivering white-glove (in-person, hands-on) support for meetings and meeting rooms, including pre-meeting readiness checks and resetting rooms to standard configuration after use.
• Conducting routine inspections of meeting rooms to confirm readiness, maintaining on-site service inventory control, and flagging recurring faults and room-specific issues for root cause review.
• Monitoring remote management and alerting platforms and acting on faults before the client reports them.
• Owning and completing all service team processes and onsite task requirements, and following escalation processes to maximize internal options before engaging dispatch for additional resources.
• Communicating clearly with client contacts, setting realistic expectations, and referring all commercial and scope questions to the service or account lead.
• Providing coverage across service functions as operational demand requires.
• Working an assigned shift rotation, with hours that may include evenings, weekends and after-hours on-call depending on business and client needs.
• Supporting from the office when not required on-site.

DEVELOPMENTAL RESPONSIBILITIES

• Completing all assigned onboarding, safety and platform training within the first 90 days, and progressing from supervised troubleshooting toward independent resolution and unsupervised routine service calls.
• Maintaining up-to-date expertise on technologies within the ET ecosystem and completing industry certifications.
• Building adjacent skills such as network fundamentals, basic control system configuration and low voltage cabling to increase self-sufficiency on site.
• Contributing fixes, workarounds and room-specific findings to the internal knowledge base, and participating in post-incident reviews to identify process, documentation or training gaps.
• Gaining exposure to adjacent areas of the business, including project delivery and field installation work, to build broader understanding of how systems are built and handed over to service.
• As business needs evolve, supporting the broader team by applying and expanding skills beyond core responsibilities.

Qualifications

Required

• No prior AV industry experience required. Aptitude, reliability and willingness to learn are weighted above resume.
• Mechanical and technical aptitude, computer literacy, and the ability to learn ticketing, remote management and conferencing platforms quickly.
• Clear written and verbal communication, with the ability to write ticket notes another technician can act on without follow-up.
• Demonstrated dependability and follow-through, and comfort working in client-facing corporate environments including executive and boardroom spaces.
• Availability for an assigned shift rotation, after-hours on-call and occasional weekend coverage.
• Valid driver's licence and a reliable vehicle.
• Working at Heights, WHMIS, and lift (scissor/boom) certification, or willingness to obtain.
• Ability to pass client background and security screening as required by corporate, financial and government sites.

Considered an Asset

• Any exposure to AV, IT help desk, low voltage, electrical, broadcast, live event or skilled trade work.
• Diploma or certificate in AV Technology, Electronics, IT Systems, a skilled trade, or equivalent military technical training.
• Familiarity with UC platforms such as Microsoft Teams Rooms, Zoom Rooms and Google Meet hardware, or basic networking fundamentals (IP addressing, VLANs, switch configuration).
• Existing Working at Heights, WHMIS, lift or OSHA certification.

Additional Information

WHAT TO EXPECT

• A broad role. It is normal to be in a client boardroom, on a service call and on remote support in the same week, with priorities that can change on short notice.
• Maintaining composure and professionalism in high-visibility situations, including live meetings with executive and client stakeholders.
• Taking ownership of an issue through to resolution, and escalating early when it exceeds scope, skill or time available.
• Working effectively both independently on site and as part of a coordinated service team.
• Success is measured on reliability, quality of ticket documentation, resolution rate, escalation quality, completion of scheduled room inspections, progress against training milestones, and client feedback.
• Time split between client sites, office and warehouse, with regular travel across the greater service region and participation in an on-call rotation.
• Regular use of ladders, scissor lifts and boom lifts, including work at heights.
• Ability to lift and carry equipment up to 50 lbs, with extended periods of standing, kneeling, reaching overhead, and working in ceiling spaces, racks and confined areas.
• Adherence to all client site safety, access and security protocols.

Further Details:

• Annual salary range: $50,000 - $65,000 CAD per year. 
• Comprehensive medical and dental coverage. 
• Yearly bonus 
• 3 weeks of paid vacation in your first year, with additional days accrued for tenure. 
• 6 personal paid and 4 unpaid emergency leave days. 
• Personal development opportunities with 20 days allocated for training and skill enhancement. 
• Extensive onboarding, mentoring, and growth potential. 
• A workplace built on trust, empowerment, and a positive atmosphere 

ET Group values diversity and is committed to building teams that reflect various backgrounds, perspectives, and skills. Our hiring decisions are based on

qualifications