Collaboration Support Technician

Responsibilities include but are not limited to:

• Provide prompt, hands-on support for Zoom/Teams meetings and Poly-equipped conference rooms. Troubleshoot and resolve audio/visual (A/V) issues in real time to ensure seamless meetings and minimal downtime for end-users. Monitor and manage support tickets (incidents and service requests) in ServiceNow, performing root-cause analysis on recurring issues and ensuring timely resolution or escalation.
• Act as the boots-on-the-ground A/V support specialist for conference rooms and collaboration spaces. Regularly check conference room setups (cameras, microphones, speakers, and control panels), perform equipment tests, and quickly address any in-room technical problems before or during high profile meetings.
• Assist with Zoom administration (e.g. user account management, Zoom Room configuration, license monitoring) and Poly Lens (conference device management) tasks, ensuring consistent configuration and performance across all meeting rooms. Help apply software/firmware updates to conference room systems and coordinate with Zoom support on platform upgrades or new feature deployments.
• Maintain clear documentation for Zoom and Teams conference room setups, configurations, and support procedures. Contribute to the development and enforcement of standards and best practices for video conferencing (for example, standardized room configurations and usage guidelines).
• Proactively identify opportunities to improve the reliability and efficiency of our collaboration tools and support processes. Work with vendors (Zoom, Poly) or external support partners to escalate complex technical issues, coordinate equipment repairs/replacements, and stay informed of product updates and recommended best practices.
• Work closely with colleagues in IT (e.g. service desk, networking, infrastructure teams) to ensure end-to-end support for meeting technology. Serve as an escalation point or informal subject matter expert for complex Zoom/Teams AV issues, providing guidance to junior technicians and sharing knowledge of collaboration platform nuances.