Level 3 Surface Hub / Teams Meeting Room Engineer

Act as Level 3 escalation for Surface Hub and Microsoft Teams Rooms incidents Lead root cause analysis for recurring or high-impact meeting room issues Design, standardise, and govern MTR and Surface Hub room configurations Support and optimise audio, video, and collaboration performance Oversee firmware, OS, and application updates for room systems Lead onboarding, rollout, and lifecycle management of meeting room devices Troubleshoot complex issues spanning AV, network, identity, and M365 services Define and maintain operational standards, runbooks, and support models Engage with Microsoft and AV vendors on advanced escalations Support major meetings, events, and executive collaboration spaces Provide technical guidance and mentoring to Level 1 and Level 2 engineers Collaborate with security, network, endpoint, and M365 teams Ensure compliance with security, change, and configuration standards Expert understanding of Microsoft Teams Rooms and Surface Hub architecture Strong troubleshooting skills across AV, networking, and M365 layers Calm, structured approach during live incidents and critical meetings Strong communication skills with technical and non-technical stakeholders Customer- and user-experience-focused mindset Ability to manage and prioritise multiple high-impact issues Strong documentation and standards-driven approach Proactive in identifying and resolving systemic service issues Information Technology AV / Media Engineering Computer Science Telecommunications 5+ years' experience supporting enterprise collaboration, AV, or M365 services 2+ years in a senior or Level 3 MTR / Surface Hub support role Proven experience supporting executive and high-availability meeting spaces Experience operating in managed services or enterprise support environments Experience with incident, problem, and change management processes Microsoft Teams Rooms (Windows and Android) architecture and administration Microsoft Surface Hub (v2) configuration and lifecycle management Microsoft Teams, Exchange Online, and M365 integration for meeting rooms Audio and video systems: Cameras, microphones, DSPs, speakers Room acoustics and AV signal flow Network fundamentals impacting real-time media: QoS VLANs Firewalls Proxy and VPN considerations Endpoint management (Intune, Windows Autopilot) Device monitoring and analytics (Teams Admin Center, Pro Management Portal) Firmware, driver, and OS update management PowerShell and basic scripting for automation (desirable) Microsoft 365 Certified: Teams Administrator Associate Microsoft Certified: Modern Desktop Administrator Associate AVIXA CTS or CTS-I Surface Hub or Microsoft Teams Rooms vendor training ITIL Foundation