Voice Network Engineer L2

HCLTech; Singapore; On-site; SGD 67,000 - 100,000; Full time

Job summary

HCLTech seeks a Level 2 operations specialist to provide enterprise AVVC support in Singapore. You will manage Zoom Rooms, Cisco VC, Teams Rooms, Poly endpoints, and Q-SYS/Crestron/Extron systems to ensure high availability.

Responsibilities include troubleshooting audio/video issues, supporting VIP meetings, firmware upgrades, incident/change/problem management, and maintaining runbooks, SOPs, and operational docs.

Qualifications

• L2 support for AVVC environments including Zoom Rooms, Cisco VC, and AVVC infra.
• Experience with Zoom Rooms, Cisco VC, Teams Rooms, and Poly endpoints is required.
• Ability to troubleshoot room audio/video, content sharing, cameras, mics, and codecs.

Responsibilities

• Provide L2 support for Zoom Rooms, Cisco VC, and AVVC infrastructure.
• Troubleshoot room audio, video, content sharing, camera, microphone, and codec issues.
• Support Poly X52/X72, G7500, G62 endpoints and related peripherals.
• Operate Crestron, Extron, and Q-SYS integrated room solutions.
• Perform room commissioning, firmware upgrades, health checks, and preventive maintenance.
• Provide daily meeting support and assist VIP meetings.
• Monitor meeting rooms and respond swiftly to issues.
• Advance RCA of meeting room issues and maintain SOPs/docs.

Skills

Zoom Rooms Administration

Poly endpoints

Microsoft Teams Rooms

API & Flow Automation

Q-SYS DSP

Extron AV Control

AV peripherals

Incident, Change & Problem Management

Tools

PowerShell

Python

Shell scripting

Job description

Provide Level 2 operational support for enterprise Audio Visual and Video Conferencing (AVVC) environments, including Zoom Rooms, Cisco Collaboration, Microsoft Teams Rooms, Poly endpoints (X52, X72, G7500, G62), Q-SYS DSP, Crestron, and Extron solutions. Responsible for incident resolution, meeting room health, troubleshooting audio/video issues, supporting VIP meetings, executing changes, and ensuring high availability of collaboration services.

Key Responsibilities

• Provide L2 support for Zoom Rooms, Cisco VC, and AVVC infrastructure.
• Troubleshoot room audio, video, content sharing, camera, microphone, and codec issues.
• Support Poly X52/X72, G7500, G62 endpoints and associated peripherals.
• Support Crestron, Extron, and Q-SYS integrated room solutions.
• Perform room commissioning, firmware upgrades, health checks, and preventive maintenance.
• Provide daily meeting support.
• Support VVIP meetings and critical business events.
• Meeting room monitoring (via too) and act swiftly on any issues reported.
• Work on the RCA of the meeting room issues.
• Maintain inventory, documentation, and operational procedures.
• Work on INC tickets and ensure the timely closure (withing SLA)
• Participate in problems and change management processes.
• Maintain operational documentation and reports- Prepare/update SOPs, KB, Runbook and operations support documents.

Primary Required Skills

• Zoom Rooms Administration
• Poly Studio X52, X72, G7500, G62
• Microsoft Teams Rooms
• API & Flow Automation
• Q-SYS DSP (Core & Designer)
• Extron AV Control & Switching
• AV Peripherals (Cameras, Microphones, Speakers, Displays)
• Incident, Change & Problem Management

Secondary Skills

Automation Skills

• Automation skills to automate the workflow Zoom and Cisco VC infrastructure. Scripting skills using PowerShell or Python, or Shell Scripting to automate operational and administrative tasks.

Support coverage: 24X7

Participate in shift-based support, on-call rotations, and major incident management activities to meet SLA commitments.