Key Responsibilities Conference Room & AV Support • Provide onsite assistance for conference room and meeting room issues escalated from the Global Helpdesk that cannot be resolved remotely. • Troubleshoot and resolve AV and meeting room technology issues in focus rooms, multi-purpose rooms (MPRs), boardrooms, and customer-facing conference rooms. • Work closely with higher support tiers, third-party AV integrators, and equipment manufacturers to resolve complex AV issues. • Ensure proper setup, configuration, and functionality of AV equipment and video conferencing systems. • Deliver backup solutions during device failures (e.g., backup projectors, bypassing failed devices). • Provide end-to-end event and meeting support, including setup, meet-and-greet, and teardown. Device Management & Break/Fix • Perform break/fix support by replacing faulty or end-of-life AV devices. • Decommission and dispose of old or faulty equipment in accordance with Microsoft’s recycling and asset disposal processes. • Provision whole-unit replacement devices for AV rooms under contract within defined SLA timelines (3-hour resolution after reaching site). • Facilitate OEM warranty repairs and coordinate third-party repairs when required. • Manage device loaners, spare parts, and replacement stock. Skills & Requirements • Strong knowledge of AV systems, meeting room technologies, and video conferencing solutions. • Experience supporting Microsoft collaboration tools and meeting room environments. • Basic networking knowledge (LAN, cabling, connectivity troubleshooting). • Exposure to EUC support, device management, and onsite IT operations. • Ability to support non-Windows and non-Microsoft devices for basic connectivity and troubleshooting. • Excellent customer service, communication, and documentation skill