AV Support L2 Microsoft Teams Rooms

Details:

Job Description

We are looking for a technically skilled and detail-oriented AV L2 Support engineer specializing in Microsoft Teams Rooms (MTR) systems. In this role, you will be responsible for remotely managing, monitoring, and troubleshooting Teams Rooms hardware and software environments across multiple locations. You will serve as the escalation point from L1 support and work closely with IT, facilities, and end-user teams to ensure seamless meeting room experiences.

Responsibilities:

Teams Rooms Hardware Support

• Remotely diagnose and troubleshoot Microsoft Teams Rooms (MTR) hardware including compute units, touch consoles, cameras, speakerphones, DSPs, displays, and peripherals (Logitech, Poly, Crestron, Yealink, Lenovo, Shure etc.)
• Perform remote reboots, firmware updates, and configuration changes on MTR devices
• Identify hardware failures and coordinate with on-site technicians or vendors for physical replacements when remote resolution is not possible
• Maintain an accurate inventory of all AV/MTR hardware assets across sites
• Monitor device health dashboards and proactively address alerts before they impact end users using third party and native tools.
  
  

• Verify Teams Rooms device sign-in status and troubleshoot authentication issues
• Assist with Teams Rooms app updates and Windows OS updates on MTR devices
• Validate meeting join functionality, calendar sync, and content sharing features
• Escalate complex Teams backend or tenant-level issues to L3/Microsoft support
  
  

• Verify and manage device registration and compliance status of MTR devices in Entra ID
• Troubleshoot sign-in and conditional access issues affecting Teams Rooms accounts
• Assist with password resets and account unlocks for room resource accounts
• Coordinate with Identity & Access Management (IAM) team for policy-related issues
  
  

• Create, configure, and troubleshoot Exchange Online Room Mailboxes used by Teams Rooms
• Verify room mailbox booking policies (auto-accept, capacity, booking windows)
• Troubleshoot calendar sync issues between the room mailbox and the MTR console
• Validate room mailbox licensing (Teams Rooms Basic / Pro license assignment)
• Work with Microsoft 365 admins to resolve mailbox permission and delegation issues
  
  

• Manage and resolve L2 tickets within defined SLA/OLA timelines
• Document troubleshooting steps, root cause analysis (RCA), and resolutions in the ITSM tool (ServiceNow, Remedy etc.)
• Escalate unresolved issues to L3 engineers or Microsoft support with proper documentation
• Provide regular status updates to stakeholders and end users
  
  

• Utilize Microsoft Teams Rooms Pro Management Portal or third-party tools (e.g., Crestron XiO, Logitech Sync, Utelogy) for remote device monitoring
• Generate weekly/monthly reports on room utilization, incident trends, and device health
• Identify recurring issues and recommend permanent fixes or process improvements
  
  

• Microsoft Teams Admin Center
• Microsoft Teams Rooms Pro Management Portal
• Microsoft Entra ID (Azure Active Directory) Portal
• Manufacturer remote management tools (Logitech Sync, LTSM, Crestron XiO Cloud)
• ITSM Platform (ServiceNow)
• Remote support tools (RDP, Quick Assist)
  
  

• Excellent proven track record supporting clients in a financial environment
• Excellent proven customer service-based approach
• Proven ability to prioritize tasks and issues according to the business impact
• Good written and verbal communication skills
• Good time management skills
• Able to work in a high-pressure environment
• Strong organizational and analytical skills
• Ability to multi-task and work under pressure
• Ability to work autonomously and within team
• Flexible and proactive with a "will do' attitude
• Takes responsibility and follows through on issues to closure and root cause resolution
• Demonstrable desire to achieve
  
  

• CTS (Certified Technology Specialist) - AVIXA
• Microsoft 365 Certified: Teams Administrator Associate (MS-700)
• Manufacturer certifications: Logitech, Poly, Crestron, Yealink, Crestron