Remote Audio Visual Collaboration Support Specialist

Remote AV Collaboration Support Specialist Key Responsibilities

• Provide remote support for AV endpoints, including Microsoft Teams Rooms (MTR), Cisco Room Kit and Webex devices, Logitech Rally and Tap systems, Poly Studio and other collaboration endpoints.

• Monitor meeting room device health and performance through management platforms such as Teams Admin Center, Cisco Control Hub, or vendor specific portals.

• Troubleshoot audio, video, and connectivity issues collaboratively with onsite technicians or facilities personnel.

• Offer real time remote supervision and support for high visibility or executive meetings.

• Manage configuration, registration, and software updates for AV devices and peripherals.

• Assist in remote equipment setup, onboarding, installation guidance, and coordination with local IT for new room rollouts.

• Document troubleshooting steps, incident resolution, and preventive maintenance procedures in ServiceNow Incident Management module.

• Maintain accurate inventory records of AV hardware and licenses.

• Provide feedback to the engineering and operations teams for continuous improvement of the AV environment., * Provide remote support for AV endpoints, including Microsoft Teams Rooms (MTR), Cisco Room Kit and Webex devices, Logitech Rally and Tap systems, Poly Studio and other collaboration endpoints.

• Monitor meeting room device health and performance through management platforms such as Teams Admin Center, Cisco Control Hub, or vendor specific portals.

• Troubleshoot audio, video, and connectivity issues collaboratively with onsite technicians or facilities personnel.

• Offer real time remote supervision and support for high visibility or executive meetings.

• Manage configuration, registration, and software updates for AV devices and peripherals.

• Assist in remote equipment setup, onboarding, installation guidance, and coordination with local IT for new room rollouts.

• Document troubleshooting steps, incident resolution, and preventive maintenance procedures in ServiceNow Incident Management module.

• Maintain accurate inventory records of AV hardware and licenses.

• Provide feedback to the engineering and operations teams for continuous improvement of the AV environment.

• Demonstrated experience supporting Microsoft Teams Rooms, Cisco Webex Room Devices, Logitech AV ecosystems, and Poly video conferencing systems.

• Strong knowledge of conference room network connectivity, peripheral integration, and device management platforms.

• Practical troubleshooting skills for audio, video, and control system issues (signal flow understanding preferred).

• Comfortable working with and guiding onsite personnel remotely in diagnosing and resolving hardware or connectivity issues.

• Experience in remote monitoring and alerting tools for endpoint health.

• Proficiency in ServiceNow ITSM platform, specifically Incident Management (INC) module for case creation, tracking, and resolution.

• Strong communication and collaboration skills across technical and nontechnical teams.

• Ability to manage competing priorities and deliver timely support in fast paced global environments.

• Preferred Certifications:

• Microsoft Certified: Teams Support Engineer (MS 740) or other Microsoft Certifications for end point management

• Cisco Certified Specialist - Collaboration Core or Webex Devices (CCNP Collaboration track)

• Logitech Tap/Sync or Rally Deployment Specialist (vendor training)

• Poly Video Conferencing Solutions Training or Certification

• Certified Technology Specialist (CTS) from AVIXA (highly preferred)

• ITIL Foundation Certification (advantageous for structured IT support environments)

At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world's leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people-Kyndryls-that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.