Web Conferencing Support Engineer (Puerto Rico)

RTX•Santa Isabel, PR

6d•Remote

About The Position

The Web Conferencing Support Engineer is responsible for deploying, managing, and optimizing Microsoft Teams Audio Conferencing services, ensuring reliable PSTN connectivity, high call quality, and effective troubleshooting across the enterprise. This position will reference written work instructions for guidance with daily job activities. Work instructions are available in English only.

Requirements

A University Degree or equivalent experience and minimum 2 years prior relevant experience, or an Advanced Degree in a related field and minimum 1 year experience.
Experience working with help desk ticketing tool
Experience in a technical support role
U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.

Nice To Haves

Microsoft Cloud Certification or equivalent
Experience working and managing MS Teams Web Conferencing tools
Vendor Management Experience

Responsibilities

Provide tier‑2/3 support for escalated conferencing issues.
Responsible for adding/removing accounts, adding/removing the recording feature and supporting all end users across Raytheon, PWA, PWC and Collins.
Configure and manage Teams Audio Conferencing licenses, dial-in numbers, and conferencing bridges.
Ensure proper setup of PSTN connectivity for Direct Routing.
Use the Teams Admin Center, Call Quality Dashboard (CQD), and Teams PowerShell to monitor call quality, latency, jitter, and packet loss
Investigate and resolve dial-in or dial-out issues, and review end-user call logs and troubleshoot bridging failures.
Responsible for the creation and modification of Knowledge Based Articles
Vendor Management
Responsible for testing new functionality and release planning