AV & IT Support Engineer

Description

If you are interested in this position, please apply on Twitch's Career site https://www.twitch.tv/jobs/en/

About Us:

Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It is where thousands of communities come together for whatever, every day.
We’re about community, inside and out. You’ll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We’re on a quest to empower live communities, so if this sounds good to you, see what we’re up to on LinkedIn and X,  and discover the projects we’re solving on our Blog. Be sure to explore our Interviewing Guide to learn how to ace our interview process.

About the Role

Twitch’s End User Services team is on the hunt for an IT & AV Support Engineer to be the technical heartbeat of our San Francisco office. This is a fully on-site role in San Francisco, CA where IT and AV collide - and we’re looking for someone who’s just as comfortable debugging a network issue as they are running a flawless live All Hands stream.

You’ll be the go-to technical force on the ground, keeping day-to-day IT running smoothly while leveling up the AV experience for meetings, events, and everything in between. From quick desk-side fixes to high-visibility company moments, you’ll play a key role in making sure everything just works - and works well.

You’ll report to our AV & IT Sr. Manager and collaborate across teams to keep our systems strong, our events seamless, and our employees well supported. This is a role for someone who doesn’t just fix problems - you spot patterns, get ahead of issues, and build solutions that make them disappear for good.

You Will

- Drive operational excellence by constructively identifying root causes and system patterns, and delivering high-quality, efficient technology solutions that eliminate recurring issues
- Act as the first point of escalation for complex IT and AV issues in the region, troubleshooting difficult difficult problems without existing SOPs and determining when to manage the issue independently or escalate appropriately
- Mentor and coach new peers on IT best practices, audit the quality of work performed by team members and vendors, and provide constructive feedback
- Automate manual tasks; create/improve small software tools to minimize manual effort and increase productivity
- Manage and execute large IT and AV projects for the region, accelerating progress by driving timely decisions, identifying and mitigating risks, and communicating status to stakeholders
- Create, review, and optimize SOPs, knowledge base articles, and user documentation, ensuring clear process steps are defined for others to solve similar problems
- Provide expert, comprehensive IT support (hardware, software, networking, onboarding, account administration) for Twitch employees across Mac and Windows environments, managing the full employee device lifecycle: provisioning, imaging, deployment, and offboarding
- Own the end-to-end AV experience for company events, including All Hands, managing setup, live operation, and teardown, and ensuring seamless hybrid meeting environments
- Manage and maintain AV systems (displays, cameras, audio equipment, switchers, streaming hardware) and administer core SaaS tools (Okta, Google Workspace, Slack, Zoom, ServiceNow)

Bonus Point

Familiarity with the Twitch platform
Certifications in AV (Q-sys Level 1 , CTS, CTS-I, CTS-D) and/or Networking (e.g., CCNA, CWNA)
Experience with video editing software
ITIL certification or courses
Experience with ServiceNow or similar ITSM platforms
Scripting or automation experience (Python, Bash, PowerShell, Google Apps Script)

Perks
- Medical, Dental, Vision & Disability Insurance
- 401(k)
- Maternity & Parental Leave
- Flexible PTO
- Amazon Employee Discount

Basic Qualifications

- 4 years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
- 3 years of Windows Server technologies: AD, DFS, Print Services, SCCM experience
- 4 years of technical support experience
- 4 years of corporate setting Windows, Mac or Linux Operating systems support experience
- Bachelor's degree in IT, computer science or equivalent

Preferred Qualifications

- 3 years of supporting a windows server environment experience
- Experience supporting video conference and teleconference equipment

Twitch is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.