Unified Communication Engineer
The Unified Communications (UC) Audio Video (AV) Engineer is responsible for maintaining technology used in shared spaces, conference rooms, and offices. Primary responsibilities include white glove meeting services in conference and training rooms. As part of white glove service, the AV Engineer should be able to troubleshoot basic Polycom/Logitech/Cisco video endpoints, projectors, connection cables, phones, Mersive Solstice and third-party conferencing solutions using soft codecs. UC AV Engineers are accountable for adhering to and maintaining accurate inventory database and keeping room signage and end-user instructions updated. Must have basic troubleshooting skills and provide excellent white glove service, training, and support to scheduled meetings as needed. Must have strong understanding of end-user experience and how to simplify the meeting experience. UC AV Engineers should have strong customer relation skills and ability to remain calm and polite when resolving issues.
• Basic understanding of A/V systems integration with network components (wired and wireless) and collaboration systems (Microsoft Teams, Zoom, Webex etc.)
• Perform regularly scheduled room checks to ensure room operability
• Troubleshoot Audio and Videoconferencing systems inclusive of but not limited to: Crestron, Polycom, Mersive Solstice, Projectors, screens, Crestron touch panels, cables
• Provide excellent customer service
• Deep knowledge of Microsoft Teams Meetings, settings, configurations and troubleshooting quality of meetings
• Provide and/or create end-user documentation for how to use the equipment within the shared spaces
• Responsible for identifying defective or failed equipment and escalating incidents to advanced AV engineer(s)
• In Room ‘how to’ instructions, end-user documentation, Service Desk documentation
• 1-4 years AV experience providing white glove service and basic troubleshooting of conference room equipment
• Must have experience providing support and documentation for third party conferencing solutions such as Microsoft Teams and Cisco
• Must have strong presentation skills and customer service skills; ability to remain calm and helpful in stressful situations
• Must be able to adhere to standards, policy and procedures as implemented
• Must have strong desire to learn new skills and/or technology
• Must have very good Oral Communication skills
• Must have good organization skills, meaning they need to be organized and not a scatter brain
• Must have good Interpersonal skills
• Must have good written skills
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