Web Conferencing Support Engineer (Puerto Rico)

Date Posted: 2026-07-30 | U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.

About the role

This position is to join our RTX Enterprise Services team in Santa Isabel, Puerto Rico. The Web Conferencing Support Engineer is responsible for deploying, managing, and optimizing Microsoft Teams Audio Conferencing services, ensuring reliable PSTN connectivity, high call quality, and effective troubleshooting across the enterprise.

This position is currently designated as remote. Employees who are working in Remote roles will work primarily offsite (from home). The employee may be expected to travel to the Santa Isabel site location as needed. The successful candidate must be currently living in Puerto Rico.

Responsibilities

• Provide tier-2/3 support for escalated conferencing issues.
• Responsible for adding/removing accounts, adding/removing the recording feature, and supporting all end users across Raytheon, PWA, PWC, and Collins.
• Configure and manage Teams Audio Conferencing licenses, dial-in numbers, and conferencing bridges.
• Ensure proper setup of PSTN connectivity for Direct Routing.
• Use the Teams Admin Center, Call Quality Dashboard (CQD), and Teams PowerShell to monitor call quality, latency, jitter, and packet loss.
• Investigate and resolve dial-in or dial-out issues, review end-user call logs, and troubleshoot bridging failures.
• Responsible for the creation and modification of Knowledge Based Articles.
• Vendor Management.
• Responsible for testing new functionality and release planning.
• Reference written work instructions for guidance with daily job activities (available in English only).

Requirements

• A University Degree or equivalent experience and minimum 2 years prior relevant experience, or an Advanced Degree in a related field and minimum 1 year experience.
• Experience working with help desk ticketing tools.
• Experience in a technical support role.

Qualifications We Prefer

• Microsoft Cloud Certification or equivalent.
• Experience working and managing MS Teams Web Conferencing tools.
• Vendor Management Experience.

Benefits

• Competitive compensation.
• Healthcare, wellness, retirement, and work/life benefits.
• Career development and recognition programs.
• Parental (including paternal) leave.
• Flexible work schedules.
• Achievement awards.
• Educational assistance.
• Child/adult backup care.