AV Support/Technician

A hands-on, expert-level Video Conferencing and Microsoft Teams Rooms specialist, joining a globally distributed team responsible for the operational excellence of approximately 330 Microsoft Teams Rooms (Windows and Android) across the Client estate. Based in Bournville, this role operates globally as part of that team - supporting, troubleshooting, and continuously improving the MTR and video conferencing experience across all regions.

The role is also key to the operation of a dedicated Video Testing Lab in Bournville (owned by Client), used by the global team to validate firmware updates, vulnerability fixes, configuration changes, and AV/UC experience improvements before deployment to production rooms.

Key Responsibilities

Global MTR Operations

• Manage, maintain, and troubleshoot ~330 Microsoft Teams Rooms (Windows and Android) across all Client sites globally
• Configure, support, and optimise AV peripherals and infrastructure components from OEMs including (but not limited to) Shure, Crestron, Extron, Magewell, Blackmagic Design, and Sennheiser
• Troubleshoot complex AV signal chains - understanding logical connectivity, device settings, firmware, and their impact on both in-room and remote participant experience
• Ensure meeting spaces deliver a cohesive experience where acoustic treatment, lighting, camera placement, and technology work together
• Own the video conferencing experience from an employee/user perspective - proactively identifying and resolving friction points across the global estate
• Collaborate with global MTR team colleagues across time zones on standards, configurations, incident resolution, and continuous improvement
• Provide data and insight to support reporting, scorecards, and experience metrics

Video Testing Lab (Bournville)

• Support the day-to-day operation of the Bournville Video Testing Lab as a controlled environment for the global team
• Coordinate and execute testing of firmware updates, security/vulnerability patches, and configuration changes before global rollout
• Test and validate AV device settings, audio tuning, video quality, and their combined impact on the in-room and remote meeting experience
• Support global colleagues in using the lab remotely for validation and experimentation
• Document test outcomes, maintain a test register, and provide go/no-go recommendations for production deployment

Process & Platforms

• Manage incidents and service requests via ServiceNow (or equivalent ITSM platform), adhering to ITIL processes
• Contribute to DEX (Digital Employee Experience) initiatives, leveraging platforms such as NexThink to monitor, measure, and improve the meeting room experience
• Liaise with vendors, integrators, and internal stakeholders on room builds, upgrades, and issue resolution

Required Skills & Experience

• Microsoft Teams Rooms - Expert-level knowledge of MTR deployment, configuration, management, and troubleshooting across both Windows and Android platforms
• Microsoft Teams Administration - Strong understanding of Teams admin centre, policies, calling, and meeting configurations
• Audio Visual Systems - Expert-level understanding of pro-AV components, signal flow, and integration with MTR. Hands-on experience with products from Shure, Crestron, Extron, Magewell, Blackmagic Design, Sennheiser, or equivalent
• Unified Communications - Solid grounding in UC principles, VoIP, SIP, and collaboration platforms
• Troubleshooting - Proven ability to diagnose complex, multi-vendor AV/UC issues across hardware, software, network, and configuration layers
• Room Design Awareness - Understanding of how acoustics, lighting, camera angles, and room layout affect meeting quality for both in-room and remote participants
• ITIL Certified - Foundation as minimum; practitioner-level preferred
• ServiceNow - Experience working within ServiceNow (or equivalent ITSM) for ticket management, SLA tracking, and reporting
• Several years' experience in a role combining UC, AV, and/or MTR support in a global enterprise environment

Desirable Skills

• Experience with Digital Employee Experience (DEX) platforms, ideally NexThink
• Microsoft certifications (eg, MS-700, MS-720, or equivalent)
• Experience managing AV/UC test lab environments
• Experience in large, global, multi-site enterprise environments
• Familiarity with room booking systems and workplace technology integrations
• Experience with AV control systems programming (Crestron, Extron)
• Understanding of network requirements for Real Time media (QoS, VLANs, bandwidth)