Work Location: London, Ontario - onsite

Job Summary To provide Level 1 operational support for Meeting Room Services (MRS) environment by monitoring, troubleshooting, and resolving meeting room issues related to Microsoft Teams Rooms (MTR), audio/video peripherals, room panels, conferencing systems, and collaboration technologies. The role is responsible for ensuring a seamless meeting experience by proactively monitoring room health, managing incidents and requests through ServiceNow, performing health checks, supporting VIP events, and coordinating with onsite engineers, vendors, and engineering teams when required. This position requires robust customer service skills, technical troubleshooting capabilities, and the ability to work in a fast-paced collaboration environment.

Education & Experience

- Bachelor's Degree or equivalent technical qualification.
- 3-5 years of experience in IT Service Desk, End User Computing, Collaboration Services, AV Support, or Meeting Room Services.
- Previous experience supporting Microsoft Teams, conferencing solutions, or meeting room technologies would be an added advantage.

Key Responsibilities 1. Operational Support

- Provide Level 1 support for Microsoft Teams Rooms (MTR), meeting room panels, collaboration devices, and associated AV equipment.
- Monitor meeting room health through Teams Admin Center and Teams Rooms Pro Management Portal.
- Diagnose and troubleshoot issues related to audio, video, screen sharing, room scheduling, touch panels, cameras, microphones, speakers, and Teams meetings.
- Perform first-level resolution and restore service within SLA targets.

2. Incident & Request Management





- Create, update, and manage incidents and service requests using ServiceNow.
- Track and document troubleshooting activities, findings, and resolutions.
- Escalate unresolved issues to L2/L3 teams, engineering teams, or vendors as required.
- Maintain accurate ticket categorization and closure documentation.

3. Proactive Monitoring

- Monitor alerts and notifications generated from Teams Rooms Pro Portal.
- Perform daily health checks of meeting room devices and room availability.
- Identify recurring issues and raise recommendations for continuous improvement.
- Monitor firmware, device status, account synchronization, and room connectivity.

4. Meeting & Event Support

- Conduct readiness checks before executive meetings, live events, webinars, and business-critical sessions.
- Provide remote assistance for meeting setup and troubleshooting.
- Support VIP users and leadership meetings with priority response and resolution.
- Coordinate bridge calls during major meeting room outages or service disruptions.

5. Collaboration & Coordination

- Work closely with onsite support teams, engineering teams, facility teams, and third-party vendors.
- Coordinate hardware replacement activities, warranty cases, and vendor dispatch requests.




- Assist in UAT validation activities for meeting room upgrades and deployments.
- Support knowledge sharing and documentation updates.

6. Documentation & Reporting

- Maintain knowledge articles, troubleshooting guides, and operational runbooks.
- Update inventory records and asset information as required.
- Contribute to operational reviews by providing incident trends and service insights.
- Ensure compliance with operational processes and governance standards.

Technical Skills Requirements

Collaboration Technologies

- Microsoft Teams Rooms (Windows & Android)
- Microsoft Teams Administration
- Teams Rooms Pro Management Portal
- Teams Admin Center

Meeting Room Technologies

- Audio/Video Conferencing Systems
- Room Panels and Scheduling Systems
- Cameras, Microphones, Speakers, Displays
- HDMI/USB peripherals
- Poly, Logitech, Crestron, Yealink, Lenovo devices

IT Service Management

- ServiceNow
- ITSM Processes
- Incident Management
- Request Fulfillment
- Problem Management

Technical Knowledge

- Windows Operating System
- Microsoft 365
- Basic Networking Concepts (LAN/WAN, DNS, DHCP, Connectivity)
- Active Directory & User Access Fundamentals
- AV Troubleshooting Concepts

Preferred Qualifications

- Knowledge of Microsoft Teams Rooms administration.
- Exposure to Audio Visual (AV) technologies and Video Conferencing solutions.
- ITIL Foundation Certification (Preferred).
- Experience with ServiceNow or similar ITSM platforms.
- Understanding of meeting room operations and collaboration services.

📌 Meeting Room Services Support Analyst (London)
🏢 HCLTech
📍 London