Role Summary
Provide Level 2 operational support for enterprise Audio Visual and Video Conferencing (AVVC) environments, including Zoom Rooms, Cisco Collaboration, Microsoft Teams Rooms, Poly endpoints (X52, X72, G7500, G62), Q-SYS DSP, Crestron, and Extron solutions. Responsible for incident resolution, meeting room health, troubleshooting audio/video issues, supporting VIP meetings, executing changes, and ensuring high availability of collaboration services.
Key Responsibilities
- Provide L2 support for Zoom Rooms, Cisco VC, and AVVC infrastructure.
- Troubleshoot room audio, video, content sharing, camera, microphone, and codec issues.
- Support Poly X52/X72, G7500, G62 endpoints and associated peripherals.
- Support Crestron, Extron, and Q-SYS integrated room solutions.
- Perform room commissioning, firmware upgrades, health checks, and preventive maintenance.
- Provide daily meeting support.
- Support VVIP meetings and critical business events.
- Meeting room monitoring (via too) and act swiftly on any issues reported.
- Work on the RCA of the meeting room issues.
- Maintain inventory, documentation, and operational procedures.
- Work on INC tickets and ensure the timely closure (withing SLA)
- Participate in problems and change management processes.
- Maintain operational documentation and reports- Prepare/update SOPs, KB, Runbook and operations support documents.
Primary Required Skills
- Zoom Rooms Administration
- Poly Studio X52, X72, G7500, G62
- Cisco Room Kit, Codec Pro, SX/MX Series
- Microsoft Teams Rooms
- Cisco CUCM & Expressway
- API & Flow Automation
- Q-SYS DSP (Core & Designer)
- Crestron Control Systems
- Extron AV Control & Switching
- Audio DSP Technologies (Q-SYS, Biamp, Shure)
- AV Peripherals (Cameras, Microphones, Speakers, Displays)
- SIP, H.323, VoIP & TCP/IP Networking
- Incident, Change & Problem Management
- Vendor Management & VIP Meeting Support
Secondary Skills
Automation Skills
- Automation skills to automate the workflow Zoom and Cisco VC infrastructure. Scripting skills using PowerShell or Python, or Shell Scripting to automate operational and administrative tasks.
Support coverage: 24X7
Participate in shift-based support, on-call rotations, and major incident management activities to meet SLA commitments.
