Collaboration Support Technician

Responsibilities

• Provide prompt, hands-on support for Zoom/Teams meetings and Poly-equipped conference rooms.
• Troubleshoot and resolve audio/visual (A/V) issues in real time to ensure seamless meetings and minimal downtime for end-users.
• Maintain reliable, high-quality collaboration experience for all employees.
• Monitor and manage support tickets (incidents and service requests) in ServiceNow, performing root-cause analysis on recurring issues and ensuring timely resolution or escalation.
• Act as the boots-on-the-ground A/V support specialist for conference rooms and collaboration spaces.
• Regularly check conference room setups (cameras, microphones, speakers, and control panels), perform equipment tests, and quickly address any in-room technical problems before or during high profile meetings.
• Absorb Zoom administration tasks (e.g. user account management, Zoom Room configuration, license monitoring) and Poly Lens (conference device management) tasks, ensuring consistent configuration and performance across all meeting rooms.
• Help apply software/firmware updates to conference room systems and coordinate with Zoom support on platform upgrades or new feature deployments.
• Maintain clear documentation for Zoom and Teams conference room setups, configurations, and support procedures.
• Contribute to the development and enforcement of standards and best practices for video conferencing (for example, standardized room configurations and usage guidelines).
• Proactively identify opportunities to improve the reliability and efficiency of our collaboration tools and support processes.
• Work with vendors (Zoom, Poly) or external support partners to escalate complex technical issues, coordinate equipment repairs/replacements, and stay informed of product updates and recommended best practices.
• Work closely with colleagues in IT (e.g. service desk, networking, infrastructure teams) to ensure end-to-end support for meeting technology.
• Serve as an escalation point or informal subject matter expert for complex Zoom/Teams AV issues, providing guidance to junior technicians and sharing knowledge of collaboration platform nuances.

Requirements

• Solid working knowledge of the Zoom platform (meetings, Zoom Rooms, basic administration) and familiarity with conference room solutions (such as Poly/Polycom or similar).
• Ability to diagnose and resolve common issues with video conferencing (audio, video, connectivity, hardware peripherals).
• Excellent problem-solving skills with a customer-oriented approach.
• Able to remain calm under pressure and guide users or team members through troubleshooting steps during time-sensitive situations (like live meetings).
• Able to face off to executive leadership and directly support their AV & conferencing needs.
• Collaborate with Executive Support team on activities.
• Strong verbal and written communication skills. Able to clearly explain technical issues to non-technical end users and produce concise documentation.
• A collaborative team player who can work effectively with cross-functional IT groups and contribute to a positive, inclusive support environment.
• Strong attention to detail.
• Able to respond well to tight deadlines.
• Able to work independently and in collaborative effort.
• Strong interpersonal, verbal and written communication skills.

Qualifications

• High School Diploma or GED equivalent and a minimum of 3 years of experience in a technical support or IT service role, with hands-on expertise in video conferencing and A/V equipment support (e.g. setting up and troubleshooting conference room systems, video calls, sound equipment).
• Preferred: Zoom Admin experience (managing Zoom admin portal settings, deploying Zoom Rooms, configuring policies and integrations), Poly/AV Management Tools: Poly Lens administration experience or familiarity with similar conference room device management platforms is highly desirable, Additional A/V or Collaboration Tools: Background in supporting other collaboration or unified communication platforms (e.g. Cisco Webex) or general audiovisual systems is beneficial.
• Zoom Certified Administrator, Poly Certified Professional, or general A/V technology certifications (such as AVIXA CTS).