AV & Technology Lead (OluKai, melin, Roark & TWS)

Who We Are:

Tradewind Services (TWS) is the shared services platform behind Archipelago Companies' portfolio of premium lifestyle brands, including OluKai, melin, and Roark. We are a lean, experienced team that takes the work seriously and moves fast.

About the Role:

Tradewind Services is hiring an on-site AV & Technology Lead to run technology day-to-day at their new Newport HQ. You will be the person people call when something stops working, and the person who makes sure it doesn't.

This is a state-of-the-art, high-spec building. Its systems are AI-driven and controlled from a phone, and its conference rooms, Zoom, and sound all have to work every time. A dead room in front of a client or an executive is the outcome you exist to prevent.

This is not a standard IT help desk job. The people in this building expect white-glove service: fast, proactive, and invisible when things go right. Problems don't keep business hours, so you will sometimes be needed after hours, and you will respond with urgency when you are. You will report to the Senior Director of IT.

Key responsibilities in the following areas include (but are not limited to):

Meeting rooms and AV (the priority)

• Keep every meeting room, boardroom, and training space ready for a Zoom or Teams call at all times. That means checking rooms before the workday and before high-profile meetings, not waiting for a ticket.
• Operate, monitor, and troubleshoot room systems: displays, cameras, microphones, DSPs, speakers, wireless presentation, and room scheduling panels.
• Be on the floor and available for executive meetings, board sessions, and client events. Set up, test, and stay close until they end.
• Work with the AV integrator and vendors on support calls, warranty claims, and changes. You are the first responder and the escalation owner.

Building technology and smart systems

• Support the phone-controlled environment: Crestron control, lighting, sound, and the AI-driven features that tie them together.
• Help users get set up on the mobile apps and controls, including access, permissions, and "it's not responding" calls.
• Monitor system health, track recurring faults, and bring root-cause findings to the integrator and the Senior Director of IT instead of resetting the same thing twice.

Keeping everything current

• Keep every system updated and properly maintained: firmware, software, operating systems, patches, and security updates, scheduled so they don't disrupt the business day.
• Run a recurring test and maintenance schedule, keep spare parts on hand, and document the status of every room and system.
• Track licenses, warranties, support contracts, and renewals so nothing lapses.

General IT support

• Be the first point of contact for every user in the building for hardware, software, accounts, access, printing, and network issues.
• Respond quickly when something breaks, including after hours. You are the first call, and you act on it right away.
• Set up and deploy laptops, phones, monitors, and peripherals for new hires. Manage onboarding and offboarding in coordination with HR and the central IT team.
• Support Wi-Fi, wired networking, and building network equipment alongside the central IT team.
• Log and manage tickets, set expectations with users, and close the loop. Escalate to the Senior Director of IT or the vendor when a problem is beyond your scope.
• Keep documentation current: room guides, system diagrams, quick-start sheets, and a runbook so anyone can pick up where you left off.
• Recommend improvements. You will see how the building is really used, and we want your input on what to add, replace, or simplify.

Requirements & Qualifications:

• Bachelor’s degree preferred or equivalent experience considered.
• 3 to 5 years in IT support, AV support, or a similar hands-on role in a corporate or commercial setting.
• Real experience with conference room technology: Zoom Rooms and/or Microsoft Teams Rooms, plus the cameras, DSPs, and displays behind them.
• Working knowledge of Microsoft 365, Entra ID or Active Directory, Intune or another MDM, and Windows and macOS troubleshooting.
• Solid networking basics: Wi-Fi, VLANs, DHCP and DNS, and how AV and control devices live on a network.
• Calm under pressure and a real sense of urgency. When a room is down ten minutes before a meeting, you fix it and keep the people in the room at ease.
• Clear, patient communication with non-technical users, including senior executives.
• You will work around confidential company and executive information.
• Ability to work on site, lift up to 40 lbs, and respond after hours when something breaks.

Preferred

• Hands-on programming, support, or administration of Crestron systems. Crestron certification (such as DMC-D or CTI) is a strong plus.
• Experience with Lutron, Control4, Q-SYS, Biamp, Extron, or similar lighting, control, and audio platforms.
• Experience supporting smart building, home automation, or mobile-controlled environments.
• Experience with Claude Code integration, and exposure to AI-enabled tools and the support issues they create.
• Certifications such as CTS (AVIXA), CompTIA A+ or Network+, or Microsoft 365 fundamentals.
• Actively seeks out AI-enabled tools and emerging technologies, adapting quickly to leverage them for improved productivity, deeper insights, and more effective processes, while exercising sound judgment and maintaining compliance with organizational standards
• Experience in a high-end office or hospitality setting.

This is a bar for a strong candidate, not a checklist of every item. Someone with excellent AV and room-support experience and a quick learning curve on Crestron can be a better hire than someone who ticks every box.

Technology You'll Support

• Meetings and room hardware: Zoom Rooms, Logitech Rally equipment
• Room and building control: Crestron
• Shades: MechoShade. Lighting and sound: Wattstopper and Sennheiser
• Identity, email, and files: Microsoft 365
• Team communication and collaboration: Slack
• Help desk and ticketing: NinjaOne
• Network and Wi-Fi

Non-Negotiables

• Rooms are checked before the day starts.
• Available after hours. Systems fail at inconvenient times, and you respond with urgency. Expect occasional evening and weekend coverage for board meetings, client events, and maintenance windows.
• White-glove service. Every user gets a fast, courteous, proactive response, from the CEO to a new hire.
• You will see confidential company and executive information, and it stays confidential.

Location & Office Structure:

• In person at 4001 MacArthur building in Newport Beach, CA, five days a week. 
• Available after hours; subject to change without notice as per company guidelines.

Compensation: The salary range for this position is $90,000 to $110,000 plus opportunity for annual bonus; salary is based on the experience that you bring to the position.

Benefits and Perks:

• Complimentary chef prepared breakfast and lunch provided Monday – Thursday
• Generous product gift program and all brand discounts
• Company bonus program
• 5 year and 10 year Milestone Anniversary travel gifts
• Medical, Dental, Vision insurance in accordance with plan guidelines
• Company paid life insurance in accordance with plan guidelines
• 401k with employer match in accordance with plan guidelines
• 15 Days of PTO accrued annually, plus one additional day of PTO every year on your anniversary, and 3 Floating Holidays per year
• Paid beach and giveback days, bi-annual team building events and other in-person celebrations
• Work with talented and great people who share a love of premium lifestyle brands

Archipelago Companies values a diverse, inclusive, and entrepreneurial workforce and culture, and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you are unable to submit your application because of incompatible assistive technology or a disability, please contact us at hr@arch-cos.com. Archipelago will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.