WEB Conference Support Engineer

Ensure seamless, reliable, and high quality operation of Microsoft Teams Meeting Rooms (MTRs) and all related conference room technologies across the enterprise

• Perform daily health checks of Microsoft Teams Rooms devices, consoles, cameras, microphones, displays, and peripherals.
• Monitor real time room status and proactively remediate issues before meetings begin.
• Ensure all devices remain online, updated, and compliant with enterprise standards.

• Provide on demand and scheduled support for executive meetings, hybrid conferences, and board level sessions.
• Assist with pre meeting setup: audio/video testing, room readiness, content sharing validation, and Teams meeting settings.
• Deliver live in room or remote support during critical meetings to minimize disruptions.
• Diagnose issues related to Teams Rooms hardware (e.g., cameras, speakers, touch consoles), software, network, and authentication.
• Address connectivity challenges, login failures, device registration issues, and peripheral malfunctions.
• Resolve incident tickets following ITSM processes and update troubleshooting notes in Service NOW (SNOW).

• Coordinate with OEM vendors (Logitech, Poly, Crestron, Yealink, Lenovo) for repairs, replacements, firmware updates, and warranty management—aligned with vendor coordination.
• Collaborate with facilities teams for cabling, network drops, room acoustics, and equipment installation.

• Perform regular firmware and software updates on Teams Room systems.
• Maintain inventory of conference room A/V equipment and keep asset records updated.
• Conduct periodic inspections to ensure stability, video quality, and audio clarity.

• Educate end users on joining Teams calls, sharing content, whiteboarding, camera controls, and hybrid meeting etiquette.
• Provide high touch support for executives, ensuring concierge level service quality.

• Create and maintain SOPs, runbooks, troubleshooting guides, and user manuals aligned with knowledge management expectations in internal documents.
• Update internal Knowledge Base (KB) entries following new incidents and resolutions.

• Partner with Networking, Security, Endpoint, and Infrastructure teams to resolve cross domain issues.
• Engage with cloud or identity teams for Teams Room account provisioning, licensing, and policies.
• Analyze recurring issues and recommend permanent fixes or automation opportunities.
• Prepare weekly reports on room utilization, failure trends, and equipment uptime.

• Ensure Teams Rooms configuration aligns with organizational standards, security guidelines, and Microsoft best practices.
• Conduct audits for room readiness, device compliance, and policy adherence.

• Microsoft Teams Admin Center (TAC):
  Provision and enroll Teams Rooms;
  Monitor health, uptime, and alerts;
  Manage Teams-certified peripherals (cameras, panels, speakers, mics); AI-based issue detection.
• Microsoft Intune / Endpoint Manager:
  Policies, certificates, security baselines.
• Poly Lens (Poly/HP).