AV / VIdeo Conferencing Support Engineer

Job Title:

AV / Video Conferencing Support Engineer

Location:

Charlotte, NC (5 days a week onsite)

Duration:

18 months

Pay Rate:

$40 - $45 (W2 Only)

Job/Role Description:
This role provides white-glove, hands-on support for enterprise video conferencing rooms, AV systems, and Microsoft Teams Rooms (MTR) environments, with a strong focus on delivering an exceptional user experience.
This position requires full-time onsite presence five days per week in Charlotte, NC, including travel between multiple locations and occasional weekend support for activities such as system resets or maintenance.
Configure, troubleshoot, and maintain Microsoft Teams Rooms (MTR) deployments, including advanced setup and ongoing optimization.
Support the ongoing conversion of conferencing rooms from Cisco-based systems to Microsoft Teams Rooms, diagnosing and resolving issues that arise during device transitions.
Manage and support conferencing platforms and tools including Microsoft Teams Admin Center, Call Quality Dashboard (CQD), and Cisco Control Hub.
Utilize observability tools such as ThousandEyes to monitor performance and troubleshoot issues across conferencing and network environments.
Perform hands-on troubleshooting of AV equipment, including displays, conferencing devices, room hardware, and related infrastructure.
Deliver proactive, high-touch support to end users and executive-level stakeholders, anticipating needs to ensure seamless meeting experiences.
Communicate effectively with stakeholders and partners while maintaining a professional, customer-facing presence in a collaborative team environment.
Document support activities, incidents, and resolutions accurately and identify opportunities for improvement in tools, processes, and service delivery.
Required Qualifications:

Hands-on experience supporting Microsoft Teams Rooms (MTR), including configuration, troubleshooting, and ongoing maintenance.
Strong knowledge of Microsoft Teams Admin Center and Call Quality Dashboard (CQD).
Experience with Cisco Control Hub and enterprise conferencing environments.
Solid hands-on AV and video conferencing troubleshooting skills for displays, devices, and room hardware.
Demonstrated ability to provide white-glove, customer-facing support in professional environments, including to executive-level stakeholders.
Experience supporting enterprise or corporate AV and conferencing solutions, preferably with exposure to large-scale deployments or migrations.
Ability to work full-time onsite (5 days per week) and travel between multiple locations as needed.
Familiarity with observability and network monitoring tools such as ThousandEyes (preferred).
Strong interpersonal, written, and oral communication skills with a proactive, detail-oriented approach.
Proven ability to prioritize tasks, work independently, and deliver results in a fast-paced, high-visibility environment.
Highly self-motivated with strong organizational skills, keen attention to detail, and a customer service orientation.
Willingness to support occasional after-hours or weekend activities as required.