Web Conference Support Engineer

Role:                   WEB Conference Support Engineer
Location:             Washington, DC
Type:                   Full-time role with TCS (TATA Consultancy Services)

Job Description

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

Key Responsibilities

1. Teams Room Operations & Monitoring

•            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.

2. Meeting Setup & Live Support

•            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.

3. Troubleshooting & Issue Resolution

•            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)

4. Hardware & Vendor Coordination

•            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.

5. Preventive Maintenance

•            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.

6. User Training & Executive Assistance

•            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.

7. Documentation & Knowledge Management

•            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.

8. Collaboration With IT Teams

•            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.

9. Continuous Improvement & Reporting

•            Analyze recurring issues and recommend permanent fixes or automation opportunities.

•            Prepare weekly reports on room utilization, failure trends, and equipment uptime.

10. Compliance & Governance

•            Ensure Teams Rooms configuration aligns with organizational standards, security guidelines, and Microsoft best practices.

•            Conduct audits for room readiness, device compliance, and policy adherence.

11. Tools and technology experience (2-5 years)

Microsoft Teams Admin Center (TAC)

•            Provision and enroll Teams Rooms

•            Push configuration profiles

•            Update Teams Rooms apps & firmware

•            Monitor health, uptime, and alerts

•            Manage Teams-certified peripherals (cameras, panels, speakers, mics)

Microsoft Teams Rooms Pro Management Portal

•            24×7 room health telemetry

•            AI-based issue detection

•            Automated updates

•            Remote device diagnostics

•            Room analytics & insights

Microsoft Intune / Endpoint Manager

•            Policies, certificates, security baselines

•            App deployments

•            Patch management

•            Remote wipe/reset

OEM Vendor Management Platforms

Logitech Sync

Poly Lens (Poly/HP)

________________________________________

Microsoft Azure AD (Entra ID)

Managing  Room Resource Account

Exchange Online Admin Center

To manage:

•            Room calendars

•            Scheduling permissions

•            Booking policies

•            Auto-accept rules

Thanks & Regards

Himanshu Shahi
VCS Digital LLC
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