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 general 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

📌 Av Multimedia Service Engineer (Xico)
🏢 Swiss Re
📍 Xico