AV / VIdeo Conferencing Support Engineer

Job Title: AV / Video Conferencing Support Engineer

Location: Charlotte, NC (5 days a week onsite)

Duration: 18 months

Pay Rate: $40 - $45 (W2 Only)

Job/Role Description:

• This role provides white-glove, hands-on support for enterprise video conferencing rooms, AV systems, and Microsoft Teams Rooms (MTR) environments, with a strong focus on delivering an exceptional user experience.
• This position requires full-time onsite presence five days per week in Charlotte, NC, including travel between multiple locations and occasional weekend support for activities such as system resets or maintenance.
• Configure, troubleshoot, and maintain Microsoft Teams Rooms (MTR) deployments, including advanced setup and ongoing optimization.
• Support the ongoing conversion of conferencing rooms from Cisco-based systems to Microsoft Teams Rooms, diagnosing and resolving issues that arise during device transitions.
• Manage and support conferencing platforms and tools including Microsoft Teams Admin Center, Call Quality Dashboard (CQD), and Cisco Control Hub.
• Utilize observability tools such as ThousandEyes to monitor performance and troubleshoot issues across conferencing and network environments.
• Perform hands-on troubleshooting of AV equipment, including displays, conferencing devices, room hardware, and related infrastructure.
• Deliver proactive, high-touch support to end users and executive-level stakeholders, anticipating needs to ensure seamless meeting experiences.
• Communicate effectively with stakeholders and partners while maintaining a professional, customer-facing presence in a collaborative team environment.
• Document support activities, incidents, and resolutions accurately and identify opportunities for improvement in tools, processes, and service delivery.

Required Qualifications:

• Hands-on experience supporting Microsoft Teams Rooms (MTR), including configuration, troubleshooting, and ongoing maintenance.
• Strong knowledge of Microsoft Teams Admin Center and Call Quality Dashboard (CQD).
• Experience with Cisco Control Hub and enterprise conferencing environments.
• Solid hands-on AV and video conferencing troubleshooting skills for displays, devices, and room hardware.
• Demonstrated ability to provide white-glove, customer-facing support in professional environments, including to executive-level stakeholders.
• Experience supporting enterprise or corporate AV and conferencing solutions, preferably with exposure to large-scale deployments or migrations.
• Ability to work full-time onsite (5 days per week) and travel between multiple locations as needed.
• Familiarity with observability and network monitoring tools such as ThousandEyes (preferred).
• Strong interpersonal, written, and oral communication skills with a proactive, detail-oriented approach.
• Proven ability to prioritize tasks, work independently, and deliver results in a fast-paced, high-visibility environment.
• Highly self-motivated with strong organizational skills, keen attention to detail, and a customer service orientation.
• Willingness to support occasional after-hours or weekend activities as required.