AV Support Engineer, Empire State Building

Overview

Company Empire State Realty Trust, Inc. (NYSE: ESRT) is a NYC-focused REIT that owns and operates a portfolio of office, retail, and multifamily assets. The Empire State Building features its iconic Observatory and is a major attraction in New York City. ESRT emphasizes energy efficiency and indoor environmental quality. As of September 30, 2025, the portfolio includes approximately 7.8 million rentable square feet of office space, 0.8 million rentable square feet of retail space, and 743 residential units.

More information at  and via ESRT’s social channels.

The dedicated ESRT team is diverse and growth-oriented. Headquartered in New York City, ESRT values health, development, and a positive work culture. ESRT is a certified Great Place to Work and seeks a passionate colleague to join and help realize its vision.

The AV Support Engineer will support audiovisual systems across The Empire State Building Observatory (ESBO), amenity lounges, and conference rooms. The role provides prompt and accurate first-line IT/AV support, handling AV hardware and software questions, concerns, and tasks. Responsibilities include ensuring reliable performance for events and meetings, managing AV workflows, maintaining exhibits, and delivering white-glove service. This is an on-site, five-day-a-week afternoon/evening position with mandatory holiday coverage, including overtime and double-time pay as applicable.

• Operate, maintain, and troubleshoot AV systems (Crestron, Biamp Tesira, Shure, PTZ cameras, projectors, Bright Sign).
• Configure and manage Dante audio networking.
• Provide technical support for events and hybrid meetings (Teams/Zoom).
• Support Observatory Exhibit hardware (turnstiles, kiosks, exhibits, ticketing systems).
• Deliver executive-level support for high-visibility events.
• Collaborate with IT/network teams on connectivity and cybersecurity.
• Manage tickets in Salesforce and AV projects in
• Assist with Windows 11 patching, imaging, and content updates.
• Document configurations, SOPs, and maintenance schedules.
• Explore emerging technologies (including AI) to improve workflows.
• Provide on-site and remote AV support for the Empire State Building Observatory and ESRT portfolio systems.
• Support and maintain ESBO hardware including turnstiles, kiosks, exhibits, and ticket booths.
• Perform daily AV system monitoring and verify the integrity and availability of hardware, servers, and systems.
• Provide technical assistance to support ESBO events (e.g., movie nights, lighting ceremonies).
• Assist with preparing conference rooms/town halls to deliver AV services when required.
• Assist in preventative maintenance schedules for kiosks, turnstiles, and ticket printers.
• Identify, troubleshoot, and resolve technical problems and uphold SLAs.
• Provide helpdesk support for ESBO, ESRT, and building staff as needed.
• Ensure cybersecurity practices are incorporated into all IT and AV work.
• Provide timely responses to support requests via phone, email, or in person.
• Follow departmental change management processes and protocols.
• Provide executive-level support to ESBO and ESRT senior leadership.
• Support key office automation software (Office 365, Teams, SharePoint, Adobe).
• Provide timely updates to end-users and management regarding problem/project status.
• Review helpdesk tickets and escalate as necessary per guidelines.
• Deploy software updates, upgrades, and hot fixes, including imaging of new devices as required.
• Assist with planning and deployment of new/upgraded hardware and software.
• Collaborate with other IT branches on projects and tasks.
• Carry out other duties assigned by management.
• Maintain operation and documentation of all IT-related issues.
• Maintain PCI and SOX compliance for the Observatory.
• AV skillset includes: control systems (Crestron; programming a plus), Medialon, Barco Overture, Q-SYS, Dante, and related areas as described.
• Demonstrate strong audio, video, networking, and sign-off processes appropriate for live events and exhibits.

• Deliver reliable AV/IT support for ESBO and portfolio spaces.
• Provide exceptional customer service for events and meetings.
• Resolve issues promptly while maintaining cybersecurity standards.
• Ensure system uptime and proper patching.
• KPIs:
  System uptime > 99.5%; first response and MTTR targets.
• 60/90-day plans: shadow operations, audit systems, implement maintenance, optimize workflows, complete patching, and formalize playbooks.

• Strong understanding of AV and IT systems, PC hardware, OS, and networking.
• Excellent troubleshooting and customer service skills.
• Ability to manage stressful situations calmly and effectively.
• Ability to make quick, clear decisions with minimal supervision.
• Strong attention to detail and organizational skills.
• Excellent interpersonal, oral, and written communication.
• Flexible work schedule including nights, weekends, and holidays.

• Bachelor’s degree in computer science, engineering, or related field…