UC&C Support Engineer: RoomSuite & Teams Expert

Acuity; Conyers (GA); On-site; USD 67,000 - 144,000; Full time

Job summary

Acuity Inc. is seeking a UCC & Collaboration (UC&C) Support Engineer to serve as the technical authority for Unified Communications and Collaboration solutions, with emphasis on RoomSuite spaces and related technologies.

You will diagnose complex issues, guide product support, and help ensure reliable operation across Windows, cloud services, and AV hardware. The role interfaces with Engineering, Product Management, and Customer teams; travel nationwide is required as part of responsibilities.

Qualifications

• Bachelors or advanced degree in computer science, electrical engineering or similar discipline.
• CTS, CTS-D or similar Avixa technical certification desired.
• Minimum 5 years experience in-depth troubleshooting of USB, HID PTZ Cameras and UC&C systems protocols, USB, AV automation, and AV related AI.
• Minimum 3 years experience in-depth troubleshooting of Q-SYS or similar Linux-based AV systems
• Minimum 2 years experience with Atlassian collaborative tools, such as Confluence and Jira.
• The UC&C Support Engineer will operate with a high degree of independence, keeping in mind that collaboration with other parts of the organization will be the key to success.
• Excellent verbal and written communications skills
• Proven experience in supporting UC&C systems including Microsoft Teams, Zoom and other collaboration tools

Responsibilities

• Advanced support of Q-SYS clients and systems, provide efficient and effective response and resolution to a variety of incidents and service requests, identify and solve critical problems and prevent them from reoccurring via root cause analysis and automation, diagnosing and differeintiating hardware issues from software issues
• Report ongoing software bugs from the field and test environments via collaborative software reporting tools (Jira), communicate the technical support team and customer requirements effectively with software developers and hardware quality to help prioritize changes that add value to our business
• Provide project status updates for management, internal stakeholders (e.g. sales), and customers, communicate progress on issues and makes modifications as needed. Ensure that all issues/tickets are addressed properly and all records are maintained in Q-SYS’s CRM system (SalesForce), bug reports (Jira), and knowledge base (Helpjuice)
• Provide on-site support to clients and end-users, focusing on troubleshooting and diagnosing technical issues. Ensure client systems are updated and optimized to meet the operational requirements outlined in the scope of work

Skills

UC&C technologies

Teams & Zoom

Q-SYS troubleshooting

Linux AV systems

Confluence & Jira

Communication

Independent teamwork

Education

Bachelor's degree in CS or Electrical Engineering

Tools

Confluence

Jira

Job description

Acuity Inc. is seeking a UCC & Collaboration (UC&C) Support Engineer to serve as the technical authority for Unified Communications and Collaboration solutions, with emphasis on RoomSuite spaces and related technologies.

You will diagnose complex issues, guide product support, and help ensure reliable operation across Windows, cloud services, and AV hardware. The role interfaces with Engineering, Product Management, and Customer teams; travel nationwide is required as part of responsibilities.