IT Support Engineer

Basic Function

This is an Individual Contributor Role, responsible for ensuring successful delivery & user satisfaction related to Workplace Technology (WPT) support of Cisco Telepresence and Microsoft Teams rooms on Windows and Android devices.

Essential Duties and responsibilities

• Install, configure, and maintain telepresence audio and video systems based on Cisco and Microsoft Teams platforms.
• Troubleshoot and resolve technical issues related to telepresence audio and video systems, including network connectivity, hardware failures, and software compatibility.
• Conduct regular testing and monitoring of telepresence systems to ensure optimal performance and audio-video quality.
• Collaborate with internal teams to assess and fulfill audio-visual requirements for various meetings, conferences, and events.
• Provide technical support and training to end-users on the operation and functionality of telepresence systems.
• Stay updated with the latest trends, features, and advancements in telepresence audio and video technologies.
• Collaborate with vendors and suppliers to source and procure necessary equipment and components for telepresence systems.
• Assist in the design and implementation of audio-visual solutions, including room setups, equipment placement, and cable management.
• Document system configurations, troubleshooting procedures, and best practices for telepresence audio and video systems.
• Maintain inventory of telepresence equipment, ensure proper storage, and perform periodic audits.

Other Duties

• Provide troubleshooting/problem solving support; including interpreting information from the user, identify causes, determine solution, and communicate back to the users.
• Monitor service and hardware health utilizing Cisco Thousand Eyes.
• Review Call detail using Microsoft Call quality Dashboard.
• Schedule and monitor activities associated with Architecture Review Board and Work Council reviews for WPT initiatives.

Job Qualifications

Education:  BS/BA degree or equivalent experience.

Experience: 

• Proven experience in working with telepresence audio and video systems, specifically Cisco running native and Teams rooms on Android and Logitech running Teams Rooms on Windows and Teams Rooms on Android.
• Strong knowledge of audio-visual technologies, video conferencing protocols, and network infrastructure.
• Proficient in configuring and troubleshooting telepresence hardware and software components using.
• Familiarity with network protocols, IP addressing, and firewall configurations.
• Excellent problem-solving skills and ability to work under pressure in a fast-paced environment.
• Strong communication and interpersonal skills to interact with end-users and stakeholders.
  • Ability to prioritize tasks, manage multiple projects, and meet deadlines.
  • Certification in Cisco and Microsoft Teams telepresence systems (e.g., Cisco Telepresence Video Express, Microsoft Teams Meeting Room Devices) is preferred.
  • Flexibility to work outside of regular business hours to accommodate system maintenance and upgrades.

Travel requirements

10% of travel required on an annual basis.

Physical Demands

Normal office environment