Technology Support Engineer

Technology Support Engineer

Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

Must have skills: Video Conferencing Infrastructure

Good to have skills: NA Minimum 3 year(s) of experience is required Educational Qualification: 15 years full time education

Roles & Responsibilities:

• Remote Videoconferencing Devices (Microsoft Teams Rooms).
• Deploy, configure, and maintain MTR and Webex room systems including hardware (Logitech, Crestron, Poly, Cisco).
• Manage codec updates, firmware patches, and system upgrades.
• Administer user profiles, scheduling interfaces, and add-in tools for conferencing platforms.
• Ensure devices are compliant with monthly password updates and network connectivity policies.
• Monitor system health via Microsoft Teams Admin Center and WebEx Control Hub.
• Respond to alerts and escalate issues to vendors when necessary.
• Provide Tier 2/3 support for AV/VC incidents including audio, video, and connectivity issues.
• Maintain accurate documentation of room configurations, software versions, and support incidents.
• Develop SOPs for room setup, troubleshooting, and lifecycle management.
• Recommend automation and process improvements to reduce recurring issues.
• Coordinate with internal teams, facilities, and external vendors for room deployments and refreshments.
• Train users and stakeholders in effective usage of conferencing systems.
• Support executive meetings and high-visibility events with preemptive testing and vendor coordination.
• MS Teams Administration.
• Manage Teams integration with other Microsoft 365 services (SharePoint, Exchange Online, OneDrive, Power Platform, etc.).
• Monitor Teams health and performance using Microsoft 365 Admin Center and PowerShell.
• Troubleshoot issues related to Teams meetings, chat, presence, file sharing, and connectivity.
• Administer, configure, and support Microsoft Teams, including channels, policies, and compliance settings.
• Manage Teams integration with other Microsoft 365 services (SharePoint, Exchange Online, OneDrive, Power Platform, etc.).
• Configure and manage Teams voice and telephony (Direct Routing, Calling Plans, SBC integration).
• Monitor Teams health and performance using Microsoft 365 Admin Center and PowerShell.
• Implement governance, security, and compliance policies for Teams usage.
• Manage Teams lifecycle—creation, archiving, and retention policies.
• Troubleshoot issues related to Teams meetings, chat, presence, file sharing, and connectivity.
• Collaborate with network and security teams to ensure optimal performance and adherence to organizational policies.
• Provide L2/L3 support, including root cause analysis and incident management.
• Develop documentation, SOPs, and user training materials.
• Enterprise Voice
• Configure and manage Teams Phone, Calling Plans, Direct Routing, and Operator Connect.
• Support Teams Rooms, certified devices, and meeting room technologies.
• Troubleshoot call quality issues, routing problems, and device compatibility.
• Collaborate with telephony providers and Microsoft support for escalations.
• Design and plan on the Voice Gateway end with Trunks
• Implement and configure Trunks, routes on Voice Gateway
• Monitor and manage the performance of the Teams with enterprise voice system

Professional & Technical Skills:

• Hands-on experience with:
• Minimum 5 years of experience in AV/UC engineering with a focus on MTR and Webex.
• Strong understanding of AV technologies: displays, microphones, speakers, control systems.
• Familiarity with network fundamentals: IP, DNS, firewalls.
• Experience with Microsoft 365, Exchange, Teams Admin Center, and WebEx Control Hub.
• Excellent problem-solving and communication skills.
• Ability to manage multiple projects and meet deadlines.
• PowerShell scripting, automation tools
• Strong understanding of:
• Microsoft Teams Rooms (MTR) systems and peripherals.
• Webex room systems and Teams Enterprise Voice(EV)
• Excellent problem-solving, analytical, and communication skills.
• Ability to develop and maintain SOPs, technical documentation, and training materials.
• Proven ability to collaborate with cross-functional teams and align services with business needs.
• Good to have certifications:
• Microsoft Certifications such as MS-700 (Teams Administrator Associate) or MS-720 (Teams Voice Engineer).
• Experience with Zoom Rooms, Cisco Webex Devices, or other UC platforms.
• Knowledge of PowerShell scripting for automation and reporting.
• Background in AV integration, network engineering, or endpoint management (Intune/SCCM).
• AVIXA CTS (Certified Technology Specialist)
• Cisco Certified Network Associate (CCNA)
• Microsoft Teams Rooms Solutions Certification.
• ITIL Foundation

Additional Information:

• This role requires coordination with global teams and vendors.
• Must be able to manage multiple priorities in a fast-paced environment.
• Familiarity with enterprise ITSM tools and SLA tracking is preferred.
• Familiarity with the Webex Meeting tool and prior work experience are preferred.
• Will be responsible for maintaining compliance with organizational standards and policies.
• 5+ years of experience
• Minimum 15 years of full-time education, with a Bachelor or engineering degree.