Operations Specialist

Operations Specialist

Experience Range:

Location:

Technical Support & Troubleshooting

• Expertise in deployment, configuration, maintenance, monitoring, troubleshooting, standards and best practices of the following collaboration tools:
• Appspace, Cisco Room OS and Control Hub, Creston XIO, Exchange, Microsoft Teams Room and Admin Center, Pexip, Vyopta.
• Knowledge or understanding of managing, configuration and problem solving of the following: Crestron programming, Dante audio, Sennheiser audio, ServiceNow.
• Maintain and optimize backend software solutions for AV and video conferencing platforms, ensuring high availability and performance across thousands of endpoints.
• Perform preventive maintenance checks and services remotely on AV/UC systems, including troubleshooting, fault isolation, and routine hardware upkeep.
• Provide remote setup and operational support for virtual and in-person events, including pre-event checks, content management, and live troubleshooting.
• Lead and participate in Operational Readiness Reviews (ORRs) to validate system preparedness and ensure successful transitions.
• Support asset and lifecycle management activities, including inventory tracking, equipment refreshes planning, and end-of-life documentation.
• Apply change management expertise to assess, plan, and execute changes within AV and conferencing environments, minimizing disruption and ensuring compliance.
• Participate in on-call rotations and provide Tier 2/3 support for escalated conferencing issues. Be flexible to work after hours and weekends as needed.24x7 coverage will be needed from the team as a whole.

Documentation, Supplies, & Logistics

• Coordinate logistics support for Return Merchandise Authorization (RMA) processes, including tracking, shipping, and documentation of AV equipment replacements.
• Maintain clear records of operational procedures, incident resolutions, and system configurations.
• Develop and maintain detailed runbooks for AV and conferencing operations, ensuring consistency and reliability in support procedures.
• Author Method of Procedures (MoPs) for system changes, upgrades, and deployments to ensure safe and effective implementation.

Collaboration & Continuous Improvement

• Deliver direct assistance to end users, including minor technical help, concierge support for managed webinars/events, and end-user training.
• Work closely with IT, facilities, and vendor partners to ensure seamless integration and support of conferencing technologies.
• Analyze system logs and performance metrics to identify trends, bottlenecks, and opportunities for improvement.
• Perform data analysis using collaboration toolsets such as Vyopta, Utelogy, and Power BI to identify performance trends and support decision-making. 

Desired Candidate Profile:

• Experience with machine learning or AI-driven monitoring tools for predictive maintenance and performance optimization.
• Familiarity with enterprise IT environments (Active Directory, network protocols, cloud services).
• Certifications such as CTS, CCNA, or ITIL.
• Experience in audiovisual integration and event planning.
• Minimum 3 years of experience in AV and video conferencing support, preferably in large enterprise environments.
• Strong understanding of backend conferencing infrastructure (Cisco Room OS, Microsoft Teams, Microsoft Teams Room, etc.).
• Experience with basic signal flow for audio, video, and control systems.
• Proficiency in diagnosing and resolving technical issues related to AV hardware, software, and network connectivity.
• Basic computer knowledge and intermediate PC troubleshooting skills.
• Ability to work independently, meet deadlines, and communicate effectively with employees, customers, and colleagues.