Voice Network Engineer L2

Experience

4–7 Years

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

• IP Telephony support

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.