Sr Technical Lead (Support & Operations)

Provide Level 2 operational support for enterprise Audio Visual and Video Conferencing (AVVC) environments, including Zoom Rooms, Cisco Collaboration, Microsoft Teams Rooms, Poly endpoints (X52, X72, G7500, G62), Q-SYS DSP, Crestron, and Extron solutions. Responsible for incident resolution, meeting room health, troubleshooting audio/video issues, supporting VIP meetings, executing changes, and ensuring high availability of collaboration services.

Key Responsibilities    Provide L2 support for Zoom Rooms, Cisco VC, and AVVC infrastructure.   Troubleshoot room audio, video, content sharing, camera, microphone, and codec issues.   Support Poly X52/X72, G7500, G62 endpoints and associated peripherals.   Support Crestron, Extron, and Q-SYS integrated room solutions.   Perform room commissioning, firmware upgrades, health checks, and preventive maintenance.   Provide daily meeting support.   Support VVIP meetings and critical business events.   Meeting room monitoring (via too) and act swiftly on any issues reported.  Work on the RCA of the meeting room issues.  Maintain inventory, documentation, and operational procedures.  Work on INC tickets and ensure the timely closure (withing SLA)  Participate in problems and change management processes.  Maintain operational documentation and reports- Prepare/update SOPs, KB, Runbook and operations support documents.

Primary Required Skills  Zoom Rooms Administration   Poly Studio X52, X72, G7500, G62   Cisco Room Kit, Codec Pro, SX/MX Series   Microsoft Teams Rooms   Cisco CUCM & Expressway   API & Flow Automation  Q-SYS DSP (Core & Designer)   Crestron Control Systems   Extron AV Control & Switching   Audio DSP Technologies (Q-SYS, Biamp, Shure)   AV Peripherals (Cameras, Microphones, Speakers, Displays)   SIP, H.323, VoIP & TCP/IP Networking   Incident, Change & Problem Management   Vendor Management & VIP Meeting Support  Secondary Skills  IP Telephony support

Automation Skills  Automation skills to automate the workflow Zoom and Cisco VC infrastructure. Scripting skills using PowerShell or Python, or Shell Scripting to automate operational and administrative tasks.    Support coverage: 24X7   Participate in shift-based support, on-call rotations, and major incident management activities to meet SLA commitments.