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.
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.
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