WEB Conference Support Engineer

Job Type: Full Time

Job Category: IT

Job Description

Job Title: WEB Conference Support Engineer
Location – Washington, DC
FTE Only

Job Description

WEB Conference Support Engineer

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

1. Teams Room Operations & Monitoring

2. Perform daily health checks of Microsoft Teams Rooms devices, consoles, cameras, microphones, displays, and peripherals.

3. Monitor real time room status and proactively remediate issues before meetings begin.

4. Ensure all devices remain online, updated, and compliant with enterprise standards.

5. Meeting Setup & Live Support

6. Provide on demand and scheduled support for executive meetings, hybrid conferences, and board level sessions.

7. Assist with pre meeting setup: audio/video testing, room readiness, content sharing validation, and Teams meeting settings.

8. Deliver live in room or remote support during critical meetings to minimize disruptions.

9. Troubleshooting & Issue Resolution

10. Diagnose issues related to Teams Rooms hardware (e.g., cameras, speakers, touch consoles), software, network, and authentication.

11. Address connectivity challenges, login failures, device registration issues, and peripheral malfunctions.

12. Resolve incident tickets following ITSM processes and update troubleshooting notes in Service NOW (SNOW)

13. Hardware & Vendor Coordination

14. Coordinate with OEM vendors (Logitech, Poly, Crestron, Yealink, Lenovo) for repairs, replacements, firmware updates, and warranty management—aligned with vendor coordination

15. Collaborate with facilities teams for cabling, network drops, room acoustics, and equipment installation.

16. Preventive Maintenance

17. Perform regular firmware and software updates on Teams Room systems.

18. Maintain inventory of conference room A/V equipment and keep asset records updated.

19. Conduct periodic inspections to ensure stability, video quality, and audio clarity.

20. User Training & Executive Assistance

21. Educate end users on joining Teams calls, sharing content, whiteboarding, camera controls, and hybrid meeting etiquette.

22. Provide high touch support for executives, ensuring concierge level service quality.

23. Documentation & Knowledge Management

24. Create and maintain SOPs, runbooks, troubleshooting guides, and user manuals aligned with knowledge management expectations in internal documents.

25. Update internal Knowledge Base (KB) entries following new incidents and resolutions.

26. Collaboration With IT Teams

27. Partner with Networking, Security, Endpoint, and Infrastructure teams to resolve cross domain issues.

28. Engage with cloud or identity teams for Teams Room