Provide remote support for AV endpoints, including Microsoft Teams Rooms (MTR), Cisco Room Kit and Webex devices, Logitech Rally and Tap systems, Poly Studio and other collaboration endpoints.
Monitor meeting room device health and performance through management platforms such as Teams Admin Center, Cisco Control Hub, or vendor specific portals.
Troubleshoot audio, video, and connectivity issues collaboratively with onsite technicians or facilities personnel.
Offer real time remote supervision and support for high visibility or executive meetings.
Manage configuration, registration, and software updates for AV devices and peripherals.
Assist in remote equipment setup, onboarding, installation guidance, and coordination with local IT for new room rollouts.
Document troubleshooting steps, incident resolution, and preventive maintenance procedures in ServiceNow Incident Management module.
Maintain accurate inventory records of AV hardware and licenses.
Provide feedback to the engineering and operations teams for continuous improvement of the AV environment.

Demonstrated experience supporting Microsoft Teams Rooms, Cisco Webex Room Devices, Logitech AV ecosystems, and Poly video conferencing systems.
Strong knowledge of conference room network connectivity, peripheral integration, and device management platforms.
Practical troubleshooting skills for audio, video, and control system issues (signal flow understanding preferred).
Comfortable working with and guiding onsite personnel remotely in diagnosing and resolving hardware or connectivity issues.
Experience in remote monitoring and alerting tools for endpoint health.
Proficiency in ServiceNow ITSM platform, specifically Incident Management (INC) module for case creation, tracking, and resolution.
Strong communication and collaboration skills across technical and nontechnical teams.
Ability to manage competing priorities and deliver timely support in fast paced global environments.

Audio Visual Collaboration Support Specialist

Key skills