Job Description

Title: AV & Collaboration (AV&C) Support Contractor

Location: Onsite New York, NY

Duration: 6-month (possibility of conversion to FTE)

Project Scope

This SOW outlines a 6-month onsite engagement to support audiovisual and collaboration (AV&C) operations at MongoDB's NYC office.

The contractor will take ownership of day-to-day operational support , allowing internal AV Engineers to stay focused on:

• Infrastructure projects
• Office builds and room redesigns
• Larger AV engineering initiatives

Key Responsibilities

• Own day-to-day AV support operations (BAU)
• Perform daily room readiness checks and sweeps
• Manage and respond to AV&C support tickets (Zendesk)
• Handle real-time issue triage and escalation
• Support conference rooms, executive spaces (including CEO office), and collaboration environments
• Monitor system performance and flag issues proactively
• Follow documentation and ensure execution standards are met across builds and refreshes
• Support both onsite and remote troubleshooting as needed

Environment / Tools

• Ticketing: Zendesk (required) , Jira
• Collaboration: Primarily Zoom (they are a Zoom shop) , exposure to Teams is a plus
• Hardware: Neat, Logitech
• Global support exposure (NYC, Dublin, India teams)
• Ability to assess issues and determine remote vs onsite resolution paths

Candidate Profile

• Open to mid-level through senior AV support/engineering profiles
• Strong hands-on operational support experience is key (this is not a purely engineering/design role)
• Experience handling high-volume ticket queues and live environments
• Comfortable working in a fast-paced, high-visibility office setting

Additional Context

• Heavy volume of ongoing infrastructure and office build work
• Immediate need for someone to step in quickly and stabilize operations
• Opportunity for the contractor to grow into more AV engineering responsibilities over time

Role will support room refreshes and build initiatives, ensuring proper execution and follow

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