Description :

Position Summary :

We are seeking a dedicated Collaboration Operations Engineer to provide technical expertise in the operation, monitoring, and troubleshooting of networked collaboration devices and applications.

This role is crucial for ensuring seamless functionality in corporate environments, including conference rooms, digital signage, and live streaming infrastructure.

The ideal candidate will have a strong background in video systems, network troubleshooting, and device management, providing remote support and driving operational excellence.

Key Responsibilities :

Hardware & Platform Operations :

- Device Support : Operate and provide L2 support for collaboration hardware in conference rooms, including devices from Cisco Room Devices, Crestron control systems, and QSC audio systems.

- Platform Administration : Administer and maintain core collaboration platforms, such as Cisco Control Hub, VBrick Rev, and Appspace (for digital signage).

- Configuration & Onboarding : Perform the initial configuration, registration, and onboarding of new collaboration and signage devices into centralized management systems.

- Firmware & Change Management : Implement and strictly follow established change control processes for configuration adjustments, firmware upgrades, and platform updates.

Technical Support & Troubleshooting :

- User Support : Work directly with internal users to troubleshoot video, audio, and network connectivity issues on all supported collaboration devices and applications.

- Incident Management : Serve in a Service Desk or IT Operations capacity, managing incidents and requests related to collaboration services.

- Network Diagnostics : Leverage a strong understanding of networking fundamentals to troubleshoot issues related to VLANs, QoS, ports/protocols, and firewalls affecting video and voice services.

Live Events & Continuous Improvement :

- Live Streaming Support : Set up and support critical live webcasts, town halls, and streaming events using VBrick and Epiphan encoders, including pre-event health checks and live monitoring.

- Documentation : Maintain accurate and up-to-date documentation, including system configurations, Standard Operating Procedures (SOPs), change activities, and troubleshooting guides.

- Continuous Improvement : Identify recurring issues, recommend operational enhancements, and update knowledge base content to reduce resolution times.

Required Qualifications :

Experience :

- Specialist Experience : 5+ years of experience in IT Operations Support or a similar technical role.

- Technology Support : Demonstrated experience supporting video and collaboration technologies in an enterprise environment.

- Device Management : Prior experience with device management for network-connected hardware (configuration, monitoring, firmware updates).

Technical Skills :

- Collaboration & Video : Strong practical experience supporting Network - Convergence Technology (Video/Voice).

- Networking : Strong understanding of networking fundamentals relevant to streaming and collaboration (IP addressing, VLANs, QoS basics, ports/protocols, Firewalls).

- Support : Prior experience in IT Support and managing incidents/requests.

Education & Soft Skills :

- Education : Bachelors degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.

- Communication : Excellent verbal and written communication skills, essential for supporting both technical and non-technical users.

Preferred Qualifications :

- Microsoft Teams : Experience with the Microsoft Teams platform, particularly in relation to Microsoft Teams Rooms.

- ITSM Tools : Experience using ServiceNow or a similar IT Service Management (ITSM) platform.

- Streaming Workflow : Exposure to live streaming workflows and technologies, including encoders and cloud-based streaming platforms.

- AV Standards : Familiarity with enterprise AV standards and best practices for conference rooms and digital signage.

- Cloud/Networking : Familiarity with Microsoft Azure.