Meeting Room Services Support Analyst

HCLTech

London

On-site

CAD 56,000 - 68,000

Full time

14 days+

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Benefits offered by this job

Medical/Dental

RRSP

Job summary

HCLTech is seeking a Level 1 Operational Support specialist for Meeting Room Services in London, Ontario. You will monitor and troubleshoot Microsoft Teams Rooms and AV devices to ensure a seamless meeting experience.

You will engage with onsite engineers, vendors, and engineering teams, handle incidents in ServiceNow, and perform health checks and readiness validations for executive meetings and events. This role requires strong customer service and technical troubleshooting in a fast-paced

Qualifications

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.

Responsibilities

Provide Level 1 support for Microsoft Teams Rooms (MTR), meeting room panels, collaboration devices, and 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, mics, speakers, and Teams meetings.
Perform first-level resolution and restore service within SLA targets.
Create, update, and manage incidents and service requests using ServiceNow.
Track and document troubleshooting activities, findings, and resolutions; escalate to L2/L3 as required.
Monitor alerts from Teams Rooms Pro Portal; perform daily health checks of devices.
Identify recurring issues and propose improvements; monitor firmware and room connectivity.
Conduct readiness checks before executive meetings and live events; provide remote assistance.
Coordinate with onsite support, engineering, facilities and vendors; assist in vendor dispatches.
Maintain knowledge articles and runbooks; update inventory; contribute to incident trend reports.

Skills

Customer service

Technical troubleshooting

Microsoft Teams

AV support

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Teams Admin Center

Teams Rooms Pro Portal

Job description

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 strong customer service skills, technical troubleshooting capabilities, and the ability to work in a fast-paced collaboration environment.

Work Location

London, Ontario - onsite

Salary Range for this role

CAD 56,000 to CAD 68,000 plus Medical / Dental/ RRSP

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