Desktop Support Lead

eTeam Inc.
Houston, Texas
May 21, 2024
May 25, 2024
Position Type
Manager / Leader
Full Time
Organization Type
Job Description


Responsible for maintaining the audio and video conferencing infrastructure of the client

Responsible for Cisco/Polycom and MS Teams Collaboration Endpoints

Manage and Maintain Cisco VCS-C, VCS-E, TMS, ISDN gateways, ClientU, Conductor, Client for Audio/Video conferencing support

Understand and support the integration of Cisco and MS Teams and handling reservation of conferencing rooms in Outlook

Manage conferencing related devices including Crestron, Extron, AMX, Condeco etc.

Manage Digital Signage and device and content management for the same.

At times, would be required to support of client meetings and events including functionality and use of audio visual and presentation technologies via Skype Broadcast

Overseeing the schedule of activities to ensure planning and support is provided as requested

Act as AV support for local, and remote offsite meetings including occasional travel

Perform preventative maintenance to resolve problem or identify resolution to appropriate vendor or manufacturer

Troubleshoot AV/V problems last minute as required as well as non-critical situations

Coordinates with Customer staff to determine AV/V and basic infrastructure requirements for any new conference room or media design

Assist with company meetings/functions that require use of AV infrastructure (audio, video conferencing, webcasting, visual display or projection, and control system (Condeco, Crestron operations

Interact with Help Desk ticketing system to respond to end user requests

Gathering of data from support procedures, customer ticketing system, and other sources.

Ensure all conferencing spaces are presentable for use

Willing to take Initiatives and Automation for improving efficiency & productivity, able to work in a fast-paced environment with the ability to adapt to frequent changes and deliver the solution".

Knowledge on ITIL & SAFe Agile framework like SLA management with detailed understanding on classification of (P1, P2, P3, P4) Incidents(tickets), Change management.


Bachelor s degree in related field or equivalent experience.

A/V Implementation & support experience of at least 4-6 years.

Experienced in Cisco WebEx Suite consisting of Meeting Center, Training Center and Event Center applications.

understand of Cisco Unified Communication Manager (CUCM 9.x 12.x)

Experience on Cisco WebEx, MS Teams, WebEx Hybrid Mesh, VCS-C, VCS-E, TMS, ISDN Gateways, ClientUs, CMS, Conductor, MS-Teams -EV & Clients for Video conferencing is must.

Videoconferencing experience including operation, call set-up and equipment troubleshooting (Cisco, Polycom, Microsoft Skype, MS-Teams Live etc.)

Familiarity with signal flow/ call flow and streams

AV Control experience including Crestron, Extron, AMX, Room Peripherals etc.

Proficient with Cisco platform (Control Hub) and Microsoft Teams platform (Teams & O365 admin portals) management

Knowledge of Teams Admin Portal functions and reporting, including telemetry data export and import to Power BI

Excellent troubleshooting skills to resolve Level 3 Incidents with probable solutions

Understanding of Cisco WebEx endpoints (OnPrem/Cloud Registrations)

Knowledge of Microsoft Teams Endpoints

Exposure on Microsoft Teams Rooms with enhanced collaboration (Surface Hubs/Content Cameras/collaboration displays)

Hands on Experience on MS-Teams EV, Phone System & Teams Hybrid Telephony setups