AV Support L2 ( Microsoft Teams Rooms)

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.

Microsoft Teams Administration (Basic)

• 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

Microsoft Entra ID (Azure AD) - Basic

• 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

Room Mailbox Management - Basic

• 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

Incident & Service Request Management

• 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

Monitoring & Reporting

• 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

Tools & Platforms We Use

• 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

Preferred Certifications (Nice to Have)

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