About the role:
We are seeking a highly motivated and skilled Unified Communications & Collaboration (UCC) Support Engineer to join our dynamic team. In this fast-paced environment, you will be instrumental in providing exceptional technical support for our meeting rooms and production-style events, ensuring seamless communication and collaboration experiences for our internal teams, executive leadership, and external partners. You will be responsible for the setup, maintenance, and troubleshooting of a range of cutting-edge UCC technologies, playing a vital role in the success of critical business events. This role requires a proactive individual with strong technical acumen, excellent customer service skills, and the ability to thrive under pressure.
Functional Responsibilities for this position include:
To provide onsite Audio-Visual meeting room support services, including system operation, troubleshooting, and maintenance of electronic communication systems such as video conferencing, meeting room support, event support, and control systems.
Diagnose faults accurately and operate all aspects of audio visual, video conference, display, and presentation technologies safely and correctly.
Ensure efficient and effective operation of meeting room AV systems to minimize downtime and maximize performance.
To ensure a prompt, courteous, and appropriate response to all customer requests for assistance, support, urgent needs, and room administration, the role involves adhering to defined service level agreements while collaborating closely with other front-of-house services.
Maintain the general tidiness, cable management, safety, and order of the service area and meeting rooms, ensuring the highest room standards at all times.
Diagnose and remedy faults and problems with AV, VC, and TP systems accurately and swiftly.
Engage in heavy customer interaction, frequently working with supervisors and/or functional peer group managers on matters involving different functional areas, other company divisions or units, or customers and the company.
Provide support for high-profile meetings including executive leadership team, external clients with regular meetings with internal partners to help implement customer-driven updates.
Facilitating problem-solving and collaboration, meeting with internal partners, and gathering feedback.
Accurately connecting and configuring all AV components to ensure seamless operation, including power, video, audio, and network connections.
Accurately following ITIL process and procedure guidelines for managing workload.
Role Requirements include:
The (UCC) Support Engineer role is highly responsive and requires a proactive individual with strong technical and customer service skills. In addition to the core responsibilities, the role also involves the following:
Equipment Moves and Physical Setups for Events: The role also has physical demands where the team handles transporting, setting up, and dismantling AV hardware such as (but not limited to) projectors, screens, speakers, microphones, lighting rigs, and associated cabling. This often involves lifting and moving heavy items like large displays and sound systems. Responsibilities include ensuring all systems function properly, minimizing downtime through troubleshooting, and adapting to various situations to deliver event solutions independently or under direction.
Pre Event: Thoroughly testing all AV systems prior to events to identify and resolve any technical issues, ensuring all equipment is fully functional and optimized for performance.
Event Support: The team will assist in the planning, coordination, and execution of various events, ensuring seamless operations and exceptional attendee experiences. Providing immediate technical support during events, proactively identifying and rectifying any AV malfunctions or user issues. The role requires excellent communication skills, attention to detail, and the ability to work under pressure. This includes providing exceptional VIP support to executive leaders, coordinating events, and ensuring we have resources to enhance their overall experience.
Collaboration and Customer Interaction: Work closely with the UCC towers of Operations and Engineering, following agreed processes and engaging in a collaborative approach. Provide excellent customer service managing incidents, service requests, customer interactions and troubleshooting of a range of cutting-edge UCC technologies.
The key competencies for this position include:
Provide support for high-profile meetings including executive leadership team, external clients with regular meetings with internal partners to help implement customer-driven updates.
Collaborate with Information Security to implement security architectures that protect data beyond company network boundaries.
Demonstrate initiative and accountability in resolving day-to-day challenges and consistently improving the production environment.
Prioritize tasks efficiently, perform well under pressure, and demonstrate strong organizational skills in managing and resolving escalated incidents.
Identify, test, reproduce, report, and collaborate with engineers to resolve bugs and verify fixes.
Implement and configure back-end technology for conference rooms and A/V setups.
Understand workflows for client-side provisioning processes such as network, firewall, and Active Directory requests.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
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An associate degree or equivalent experience in a relevant field, with 2-4 years of experience in Audio Visual Support or a related discipline.
Knowledge of SIP, VoIP, MPLS, AVoIP, and related network protocols.
Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.
Ability to work both independently and collaboratively within a team in a fast-paced environment with demanding timelines.
Proficiency in audio visual technologies, including but not limited to Cisco, Polycom, Neat, Crestron, and Extron.
Strong working knowledge of Microsoft Teams and Teams Rooms environments, including troubleshooting and administration.
Hands-on experience with AV hardware, including video conferencing systems (e.g., Neat Bars, Poly), camera systems, displays, and audio equipment.
Familiarity with AV control systems, preferably Crestron, including basic operation and troubleshooting.
Understanding of professional audio systems, ideally with some exposure to Biamp or similar audio processing platforms.
Experience supporting live production events, including managing audio, video, and camera systems.
Strong problem-solving and analytical skills, with a proactive approach to identifying and resolving issues.
Familiarity with remote management and monitoring tools for UCC systems.
Basic understanding of video switching and routing concepts.
Any relevant certifications in AV or UCC technologies (e.g., Crestron, Biamp, Microsoft).
Experience with ServiceNow is advantageous.
Possess experience with Communication Hub and/or SaaS environments.
General knowledge of DNS, Active Directory, SCIM provisioning, authentication protocols, and SAML response with network troubleshooting related to UCC devices.
Understanding of SSO (OKTA) and VPN split tunneling.