AV Support Technician

Job Description

Job Description

POSITION DESCRIPTION

Microsoft Teams Room Support Engineer

Department: Information Technology     |     FLSA Classification: Non-Exempt     |     Employment Type: Full-Time

POSITION SUMMARY

Microsoft Teams Room Support Engineer responsible for deploying, configuring, maintaining, and troubleshooting Microsoft Teams Room systems to deliver seamless meeting experiences. The role includes installing Teams Room devices and AV peripherals, integrating them with Microsoft 365 services such as Teams, Exchange Online, and Microsoft Entra ID, monitoring system health, resolving hardware, software, and network issues, providing end-user support and training, performing firmware and software updates, maintaining documentation, collaborating with IT and AV teams, and ensuring security, compliance, and optimal performance of meeting room solutions. The ideal candidate has 4+ years of experience in Microsoft Teams Rooms, Microsoft 365 administration, Windows, networking, and AV technologies, along with strong troubleshooting, communication, and customer service skills.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

·         Deployment and Configuration

·         Install and configure Microsoft Teams Room systems, including peripherals such as cameras, microphones, speakers, and displays.

·         Integrate Teams Rooms with organizational IT infrastructure—networks, Active Directory, Exchange, and other services as required.

·         Collaborate with project managers, AV integrators, and IT teams to ensure on-time and on-budget rollouts.

·         Develop and maintain standard operating procedures (SOPs) and deployment documentation.

·         Troubleshooting and Issue Resolution

·         Act as the primary contact for Teams Room-related incidents, supporting both end users and internal teams.

·         Monitor system health and respond to alerts using management tools such as Microsoft Teams Admin Center, Pro Management Portal, and third-party monitoring solutions.

·         Diagnose and resolve hardware, software, and connectivity issues, escalating to vendors as necessary.

·         Document and track issues, resolutions, and trends to identify recurring problems and propose long-term solutions.

·         User Support and Training

·         Provide responsive, courteous end-user support both in-person and remotely.

·         Create and deliver user guides, training sessions, and quick reference materials to ensure employees are confident using Teams Rooms.

·         Assist meeting organizers and participants with pre-meeting checks, live troubleshooting, and post-meeting feedback collection.

·         Maintenance and Optimization

·         Ensure that all Teams Room devices are up-to-date with the latest firmware and software updates, following change management procedures.

·         Perform routine inspections, preventative maintenance, and health checks to minimize downtime.

·         Recommend and implement configuration optimizations based on usage analytics and user feedback.

·         Decommission or repurpose hardware as part of lifecycle management.

·         Collaboration and Communication

·         Work closely with cross-functional teams—networking, security, facilities, and AV vendors—to deliver consistent, high-quality meeting experiences.

·         Communicate technical information clearly to both technical and non-technical stakeholders.

·         Participate in regular team meetings, project status reviews, and knowledge-sharing initiatives.

·         Security and Compliance

·         Ensure Teams Room deployments comply with organizational security policies and industry standards.

·         Manage device authentication, access controls, and patch management to reduce risk exposure.

·         Support data privacy initiatives and participate in audit readiness activities.

MINIMUM QUALIFICATIONS

Education

•       Bachelor’s degree in Information Technology, Computer Science, Electronics, or a related field (or equivalent work experience).

Experience

•     4+ years of experience supporting video conferencing solutions, unified communications, or AV systems; direct experience with Microsoft Teams Rooms preferred.

•     Strong troubleshooting skills in Windows, MTR devices (Surface Hub, Crestron, Poly, Logitech, Yealink, etc.), and related peripherals.

•     Solid knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, wireless connectivity).

•     Experience with Microsoft 365, Azure Active Directory, Exchange Online, and Teams administration.

•     Familiarity with security best practices, patch management, and compliance frameworks.

•     Excellent communication, documentation, and interpersonal skills.

•     Ability to work independently and collaboratively, manage multiple priorities, and adapt to a fast-paced, evolving environment..

Certifications (Preferred)

•       Relevant certifications (e.g., Microsoft Certified: Teams Administrator Associate, CompTIA A+/Network+, AVIXA CTS) are an asset.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

•     Proficiency in Windows operating systems, Microsoft Active Directory, Group Policy Objects (GPOs), and Microsoft Office 365.

•     Experience with PC and laptop hardware installation, configuration, and troubleshooting.

•     Familiarity with enterprise antivirus and endpoint protection solutions.

•     Experience with helpdesk ticketing systems and IT service management practices.

•     Knowledge of mobile device management (MDM) platforms supporting iOS and Android devices.

•     Familiarity with enterprise encryption solutions and Windows device management via Active Directory.

•     Strong analytical, problem-solving, and technical troubleshooting abilities.

•     Ability to effectively manage multiple priorities, work independently, and consistently meet established SLAs.

•     Excellent verbal and written communication skills with the ability to convey technical information clearly to non-technical audiences.

•     Demonstrated commitment to delivering high-quality customer service to internal stakeholders.

•     Ability to adapt to a rapidly evolving technology environment and shifting organizational priorities.

•     Willingness to work outside standard business hours, including evenings and weekends, for scheduled project support or emergency response as required.

Core Competencies

•       Proactive and customer-focused mentality, with a passion for delivering exceptional support experiences.

•       Strong analytical and problem-solving skills, with the ability to quickly identify root causes and implement effective solutions.

•       Attention to detail and commitment to quality in deployment, troubleshooting, and documentation.

•       Adaptability to new technologies, platforms, and workplace requirements.

•       Ability to explain technical concepts to diverse audiences and facilitate knowledge transfer.

•       Time management and organizational skills for balancing support, project, and maintenance duties.

Work Environment

•       The Microsoft Teams Room Support Engineer may work onsite at corporate offices, remotely, or in a hybrid setting. The role often involves:

•       Supporting meeting rooms across multiple office locations, sometimes requiring travel.

•       Engaging with users ranging from executives to technical teams and event coordinators.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

The demands below are representative of those required to perform this role's essential functions. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable state law.

•     Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.

•     Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.

•     May require bending, kneeling, or crouching to install or service equipment.

•     Work is performed primarily in a standard office or data center environment with moderate noise levels.

•     May be required to travel to or work at multiple organizational sites or client locations.

EQUAL EMPLOYMENT OPPORTUNITY

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA.

Applicants requiring a reasonable accommodation to participate in the application or interview process should contact Human Resources in advance.

DISCLAIMER

This description outlines the general nature and scope of the role and is not an exhaustive list of all duties or requirements. Management may modify responsibilities as business needs evolve.