About the RoleAs anAV Multimedia Service Engineerwithin 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 isnota 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 bordersKey ResponsibilitiesOn-Site & Regional Remote AV & UC SupportBe thefirst point of contactfor AV & UC issues in the Mexico City office, providing fast, professional, and empathetic on-site supportServe as theprimary 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 ariseEnsure thedaily operational readinessof all meeting rooms and collaboration spaces through proactive health checks, testing, and early issue resolution before colleagues are impactedMeeting Room Technology & SystemsMaintain, troubleshoot, and optimiseintegrated AV & UC systemsacross the office, including room displays, audio systems, cameras, and control panelsSupport theinstallation, upgrade, and decommissioningof meeting room technologies during office changes, relocations,



or refreshesCoordinate with internal engineering teams and external partners totest and deploynew or updated AV & UC systems and collaboration toolsContribute to the continuous improvement ofstandard operating proceduresand technical documentationUser Engagement & TrainingBuild trusted relationships with colleagues and stakeholders, proactively understanding their needs andadvocating for a great meeting room experienceProvidehands-on guidance and trainingto users and fellow Field Services colleagues on AV & UC room technologies, best practices, and self-help tipsChampion aproactive, user-first service culture– going beyond ticket resolution to genuinely improve how people experience technology at workAsset & Compliance ManagementTake ownership ofAV & UC hardware lifecycle managementwithin your area of responsibility – from procurement coordination to end-of-lifeEnsure full compliance with Swiss Re'sinformation security policies, standards, and proceduresOversee external service providers to ensure adherence to agreed objectives and internal regulationsAbout the TeamThe 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 integral, 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 YouYou 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 experiencewith 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 supportDemonstrated experience providing direct, on-site AV & UC support to end usersin a corporate setting – with the ability to diagnose and resolve issues quickly, communicate clearly under pressure, and leave users feeling genuinely supportedHands-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 environmentThese are additional nice to have:Experience usingIT Service Management toolssuch as ServiceNow (SNOW), Jira, or similar platforms for incident logging, tracking, and reportingQ-Sys Level 1 and/or 2 CertificationFamiliarity withAV control systems(e.g. Extron, AMX, Q-Sys) and digital signal processing (DSP) configurationExperiencesupporting or mentoring peersin a distributed or global support teamKnowledge ofnetwork fundamentalsrelevant to AV-over-IP and cloud-based collaboration platformsSpanish and Englishcommunication skills – additional languages are a bonusA degree or technical qualification inAV, 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