Collaboration Support Technician

Valley Bank•Morristown, NJ

About The Position

This role provides prompt, hands-on support for Zoom/Teams meetings and Poly-equipped conference rooms. The technician will troubleshoot and resolve audio/visual (A/V) issues in real time to ensure seamless meetings and minimal downtime for end-users. They will also monitor and manage support tickets in ServiceNow, performing root-cause analysis on recurring issues and ensuring timely resolution or escalation. This position acts as the boots-on-the-ground A/V support specialist for conference rooms and collaboration spaces, regularly checking setups, performing equipment tests, and addressing technical problems. The role involves assisting with Zoom administration and Poly Lens tasks, ensuring consistent configuration and performance, and applying software/firmware updates. Maintaining clear documentation and contributing to standards and best practices for video conferencing are key responsibilities. The technician will proactively identify opportunities to improve reliability and efficiency, work with vendors to escalate issues, and coordinate equipment repairs. Collaboration with IT teams (service desk, networking, infrastructure) is essential for end-to-end support, and the role serves as an escalation point or subject matter expert for complex AV issues.

Requirements

Solid working knowledge of the Zoom platform (meetings, Zoom Rooms, basic administration) and familiarity with conference room solutions (such as Poly/Polycom or similar).
Ability to diagnose and resolve common issues with video conferencing (audio, video, connectivity, hardware peripherals).
Excellent problem-solving skills with a customer-oriented approach.
Able to remain calm under pressure and guide users or team members through troubleshooting steps during time-sensitive situations (like live meetings).
Ability to face off to executive leadership and directly support their AV & conferencing needs.
Collaborate with Executive Support team on activities.
Strong verbal and written communication skills.
Able to clearly explain technical issues to non-technical end users and produce concise documentation.
A collaborative team player who can work effectively with cross-functional IT groups and contribute to a positive, inclusive support environment.
Strong attention to detail.
Ability to respond well to tight deadlines.
Ability to work independently and in collaborative effort.
Strong interpersonal, verbal and written communication skills.
High School Diploma or GED equivalent and a minimum of 3 years of experience in a technical support or IT service role, with hands-on expertise in video conferencing and A/V equipment support (e.g. setting up and troubleshooting conference room systems, video calls, sound equipment).

Nice To Haves

Zoom Admin experience (managing Zoom admin portal settings, deploying Zoom Rooms, configuring policies and integrations).
Poly Lens administration experience or familiarity with similar conference room device management platforms is highly desirable.
Background in supporting other collaboration or unified communication platforms (e.g. Cisco Webex) or general audiovisual systems is beneficial.
Zoom Certified Administrator, Poly Certified Professional, or general A/V technology certifications (such as AVIXA CTS).

Responsibilities

Provide prompt, hands-on support for Zoom/Teams meetings and Poly-equipped conference rooms.
Troubleshoot and resolve audio/visual (A/V) issues in real time to ensure seamless meetings and minimal downtime for end-users.
Monitor and manage support tickets (incidents and service requests) in ServiceNow, performing root-cause analysis on recurring issues and ensuring timely resolution or escalation.
Act as the boots-on-the-ground A/V support specialist for conference rooms and collaboration spaces.
Regularly check conference room setups (cameras, microphones, speakers, and control panels), perform equipment tests, and quickly address any in-room technical problems before or during high profile meetings.
Assist with Zoom administration (e.g. user account management, Zoom Room configuration, license monitoring) and Poly Lens (conference device management) tasks, ensuring consistent configuration and performance across all meeting rooms.
Help apply software/firmware updates to conference room systems and coordinate with Zoom support on platform upgrades or new feature deployments.
Maintain clear documentation for Zoom and Teams conference room setups, configurations, and support procedures.
Contribute to the development and enforcement of standards and best practices for video conferencing (for example, standardized room configurations and usage guidelines).
Proactively identify opportunities to improve the reliability and efficiency of our collaboration tools and support processes.
Work with vendors (Zoom, Poly) or external support partners to escalate complex technical issues, coordinate equipment repairs/replacements, and stay informed of product updates and recommended best practices.
Work closely with colleagues in IT (e.g. service desk, networking, infrastructure teams) to ensure end-to-end support for meeting technology.
Serve as an escalation point or informal subject matter expert for complex Zoom/Teams AV issues, providing guidance to junior technicians and sharing knowledge of collaboration platform nuances.