Experience
7-11 Years
Role Summary
Provide Level 3 support for enterprise AVVC platforms, including Zoom Rooms, Cisco Collaboration, Microsoft Teams Rooms, Poly systems, Q-SYS, Crestron, and Extron technologies. Responsible for complex troubleshooting, major incident management, RCA, solution design, platform upgrades, integrations, lifecycle management, and driving service improvements across large-scale meeting room environments. Lead technical escalations and mentor L1/L2 support engineers.
Key Responsibilities
- Act as SME for Zoom, Cisco, Poly, Crestron, Extron, and Q-SYS platforms.
- Lead technical escalations and major incident management.
- Design, implement, and optimize AVVC solutions and meeting room standards.
- Perform upgrades, migrations, lifecycle management, and capacity planning.
- Troubleshoot complex interoperability, codec, DSP, and network issues.
- Drive RCA, operational excellence, and technology roadmaps.
- Mentor L1/L2 engineers and provide technical governance.
- Work on Zoom workflow automations and API setup.
- Work on INC and timely closure.
Primary Required Skills
- Expert administration of Zoom & Cisco Video conferencing infrastructure
- Poly Studio X52, X72, G7500, G62
- Cisco Collaboration (CUCM, Expressway, Webex, Rooms)
- Microsoft Teams Rooms
- Q-SYS Core & Designer Platform
- Crestron Programming & AV Control Systems
- Extron AV Switching & Control
- Audio DSP Technologies (Q-SYS, Biamp, Shure, Sennheiser)
- SIP, H.323, RTP and Video Conferencing Protocols
- AV Architecture & System Integration
- Network Troubleshooting, QoS & Media Optimization
- RCA, Problem Management & Service Improvement
- OEM/Vendor Escalation Management
- PowerShell or Python, or Shell Scripting to automate operational tasks
- Review & updates the operations documents.
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.
