Audio Visual Collaboration Support Specialist
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Job Description
Provide remote support for audio visual collaboration endpoints including Microsoft Teams and Cisco devices at Kyndryl. Engage in troubleshooting, monitoring, and improving AV device performance.
Responsibilities:
- 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.
Requirements:
- 5+ Yrs Experience in remote monitoring and alerting tools for endpoint health.
- 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.
- 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.
Benefits:
- Flexible working hours
- Professional development opportunities
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