Production Support Engineer ECLARO
Piscataway, NJ4 days ago
COMPANY SUMMARY
Empire State Realty Trust, Inc. (NYSE: ESRT) is a NYC-focused REIT that owns and operates a portfolio of well-leased, top of tier, modernized, amenitized, and well-located office, retail, and multifamily assets. ESRT’s flagship Empire State Building, the “World's Most Famous Building,” features its iconic Observation Deck. The Company is a recognized leader in energy efficiency and indoor environmental quality. As of June 30, 2026, ESRT’s portfolio is comprised of approximately 7.5 million rentable square feet of office space, 0.8 million rentable square feet of retail space and 743 residential units. More information about Empire State Realty Trust can be found at esrtreit.com and by following ESRT on Facebook, Instagram, TikTok, X and LinkedIn.
POSITION SUMMARY
The AV Support Engineer will support audiovisual systems across The Empire State Building Observatory (ESBO), amenity lounges and conference rooms. The AV Support Engineer will provide prompt and accurate first line IT AV support, assisting with AV hardware and software-related questions, concerns, and tasks. Responsibilities include ensuring reliable performance for events and meetings, managing AV workflows, maintaining exhibits and delivering white-glove service. This afternoon/evening position will require a five-day work week on site and holiday coverage is mandatory with overtime and double-time pay available.
RESPONSIBILITIES
- Operate, maintain, and troubleshoot AV systems (Crestron, Biamp Tesira, Shure, PTZ cameras, projectors, BrightSign)
- 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 Monday.com
- 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 technology support for the Empire State Building Observatory along with other systems in the ESRT portfolio
- Support and maintain the ESBO hardware including turnstiles, kiosks, exhibits, and ticket booths
- Perform daily AV system monitoring, verifying the integrity and availability of all hardware, server, and systems
- Provide technical assistance to support a wide range of ESBO events (i.e.; movie night, lighting ceremonies)
- When required, assist with supporting and preparing conference rooms/town halls and additional areas to deliver Audio Visual services
- Assist in preventative maintenance schedules of kiosk, turnstiles, and ticket printers
- Identify, troubleshoot, and resolve various technical problems and ensure service levels agreement (SLA) are upheld
- When required, provide helpdesk support for ESBO, ESRT, and building staff, including the Property Management Office, Building Engineers, Maintenance Staff, Security Staff, and Front desk
- Ensure cybersecurity practices are incorporated into all IT and AV related 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
- Provide support for key office automation software (i.e., Office 365, Team, SharePoint, Adobe)
- Provide timely updates to end-users and management regarding the status of reported problems/projects
- Review helpdesk tickets and escalate as necessary based on established guidelines and procedures
- Deployment of software updates, upgrades, and hot fixes, including the imaging of new devices, as required
- Assist with the planning and deployment of new and upgraded hardware and software products
- Assist other branches of Information Technology with projects and tasks
- Carry out other duties assigned or requested by management
- Maintain operation, configuration, documentation of all IT related issues
- Maintain PCI and SOX compliance for the Observatory
AV SKILLSET:
- Control Systems: Crestron control systems (required); programming & DM NVX distribution (preferred)
- Medialon show control systems (preferred); Barco Overture automation & scheduling (preferred)
- Audio DSP & Control:Q-SYS design, configuration, and control (required); scripting & advanced integration (preferred); Biamp Tesira DSP configuration (required); certification (preferred)
- Audio Systems & Mixing: XLR-based audio systems, signal flow, and troubleshooting (required); Audio board mixing for live, installed, and hybrid environments (preferred)
- Microphones & RF Systems: Shure wireless microphone systems setup and coordination (required); Wireless Workbench monitoring and optimization (preferred)
- Networking & AV-over-IP: Dante audio networking setup and troubleshooting (required); Level 3 certification (preferred); Basic IP networking for AV systems (required); VLANs, QoS, and managed switch configuration (preferred)
- Lighting Systems (Theatrical & Architectural):Theatrical and architectural lighting systems integration (preferred); ETC lighting control platforms (Eos family) (preferred). DMX and sACN lighting networks configuration and troubleshooting (preferred)
- Video Conferencing: Teams & Zoom support (required); room design standards (preferred)
- Digital Signage: BrightSign player setup and content publishing (required); BrightSign Network (BSN) administration (preferred)
- Show Control & Automation: Medialon-based multi-system show control integration (preferred); Barco Overture automation for synchronized AV, lighting, and media playback (preferred)
- Exhibit & Experiential Support: Exhibit fabrication maintenance and support, including AV integration during build and install (required); Coordination with fabricators, designers, and installers for permanent and temporary exhibits (preferred)
WHAT SUCCESS LOOKS LIKE
- Deliver reliable AV/IT support for Empire State Building Observatory and portfolio spaces
- Provide exceptional customer service for events and meetings
- Resolve issues promptly while maintaining cybersecurity standards
- Ensure system uptime and compliance with patching protocols
- KPIs:
- System uptime > 99.5%
- First response: P1
- MTTR
- 30/60/90-DAY PLAN:
- 30 Days: Shadow ESBO Ops, audit systems, document configs
- 60 Days: Implement preventative maintenance, assisted triage
- 90 Days: Optimize workflows, complete patching, formalize event playbooks
REQUIRED SKILLS / ABILITIES
- Strong understanding of AV and IT systems, PC hardware, OS, and networking
- Strong technical aptitude and troubleshooting skills
- Outstanding communication and customer service
- Ability to manage stressful situations in a calm, courteous, and efficient manner
- Ability to make quick, clear decisions with minimal supervision
- Ability to meet deadlines and strong attention to detail
- Excellent interpersonal, oral, and written communication skills
- Detail-oriented with strong organizational skills
- WORK SCHEDULE:
- Flexible schedule, including ability to work nights, weekends, and holidays
EDUCATION & EXPERIENCE
- Bachelor’s degree in computer science, Engineering, or related field preferred
- 2-5 years experience in IT/AV support, experience with exhibit support for museums or theme parks is highly preferred
- Certifications a plus: A+, Network+, Security+, CTS, Dante, Crestron, Biamp, QSYS
PHYSICAL REQUIREMENTS
- Prolonged periods of sitting at a desk and working on a computer
- Ability to work at heights using ladders
- Ability to move between offices
- Must be able to lift up to 50 pounds at times
WHAT YOU CAN EXPECT
- At ESRT, like our tenants, our employees come from everywhere. We foster a collaborative work environment that captures top talent and cultivates the best ideas. As a Great Place to Work® Certified employer, we are committed to maintaining our positive work culture where employees are engaged and can grow and develop. In addition, ESRT employees embody our Company Culture & Success Factors -
- Adaptable – you are a self-starter who’s able to quickly digest and execute new processes to work both collaboratively and independently
- Dynamic – you are solutions-oriented, aim to improve processes and implement efficiency, and offer insightful feedback to improve ESRT
- Dependable – you take a strong sense of ownership and accountability over your work
- Passionate – you keep up with industry trends and are excited about the potential to propel the industry forward with a “roll-up-your-sleeves” attitude
- Curious – you consistently look for new ways to work smarter, not just harder
- Ethical – you treat others with respect, act with integrity in how you perform your work, and embrace our collaborative culture
- Positive – you possess a service-oriented attitude with excellent follow through
BENEFITS
- Competitive base salary and bonus
- Health/Dental/Vision insurance
- Company sponsored Life, AD&D, STD (with Salary Continuation), and LTD Insurance
- Voluntary Enhanced LTD Program
- Voluntary Hospital, Accident, and Cancer Programs
- 401(k) with 100% match up to 5%
- Paid parental leave
- Pre-tax transit accounts
- Employee Assistance Program for emotional, financial, and legal support
WELL-BEING
- Generous paid time off
- Employee engagement programs
- Volunteer time off
- Continuing education
- Complimentary Empire State Building Observatory access
- Complimentary gym membership and other wellness benefits
- Employee Discount Programs
$100,000 - $120,000 a year
Salary is based on several factors including but not limited to education, work experience, job location, size of property where applicable, and/or certifications. In addition to your base salary, ESRT provides discretionary annual bonuses.
ESRT is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because they drive curiosity, innovation, and the success of our business. We do not discriminate based on race, religion, color, creed, national origin, sex, sexual orientation, gender identity or expression, reproductive choices, age, marital status, veteran status, disability status, pregnancy, parental status, caregiver status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination. Reasonable accommodations that do not create an undue hardship for the Company are available for applicants and employees with disabilities or sincerely held religious beliefs.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
