Role Summary
A hands-on, expert-level Video Conferencing and Microsoft Teams Rooms specialist, joining a globally distributed team responsible for the operational excellence of approximately 330 Microsoft Teams Rooms (Windows and Android) across the Client estate. Based in Bournville, this role operates globally as part of that team — supporting, troubleshooting, and continuously improving the MTR and video conferencing experience across all regions.
The role is also key to the operation of a dedicated Video Testing Lab in Bournville (owned by Client), used by the global team to validate firmware updates, vulnerability fixes, configuration changes, and AV/UC experience improvements before deployment to production rooms.
Key Responsibilities
Global MTR Operations
- Manage, maintain, and troubleshoot ~330 Microsoft Teams Rooms (Windows and Android) across all Client sites globally
- Configure, support, and optimise AV peripherals and infrastructure components from OEMs including (but not limited to) Shure, Crestron, Extron, Magewell, Blackmagic Design, and Sennheiser
- Troubleshoot complex AV signal chains — understanding logical connectivity, device settings, firmware, and their impact on both in-room and remote participant experience
- Ensure meeting spaces deliver a cohesive experience where acoustic treatment, lighting, camera placement, and technology work together
- Own the video conferencing experience from an employee/user perspective — proactively identifying and resolving friction points across the global estate
- Collaborate with global MTR team colleagues across time zones on standards, configurations, incident resolution, and continuous improvement
- Provide data and insight to support reporting, scorecards, and experience metrics
Video Testing Lab (Bournville)
- Support the day-to-day operation of the Bournville Video Testing Lab as a controlled environment for the global team
- Coordinate and execute testing of firmware updates, security/vulnerability patches, and configuration changes before global rollout
- Test and validate AV device settings, audio tuning, video quality, and their combined impact on the in-room and remote meeting experience
- Support global colleagues in using the lab remotely for validation and experimentation
- Document test outcomes, maintain a test register, and provide go/no-go recommendations for production deployment
Process & Platforms
- Manage incidents and service requests via ServiceNow (or equivalent ITSM platform), adhering to ITIL processes
- Contribute to DEX (Digital Employee Experience) initiatives, leveraging platforms such as NexThink to monitor, measure, and improve the meeting room experience
- Liaise with vendors, integrators, and internal stakeholders on room builds, upgrades, and issue resolution
Required Skills & Experience
- Microsoft Teams Rooms — Expert-level knowledge of MTR deployment, configuration, management, and troubleshooting across both Windows and Android platforms
- Microsoft Teams Administration — Strong understanding of Teams admin centre, policies, calling, and meeting configurations
- Audio Visual Systems — Expert-level understanding of pro-AV components, signal flow, and integration with MTR. Hands-on experience with products from Shure, Crestron, Extron, Magewell, Blackmagic Design, Sennheiser, or equivalent
- Unified Communications — Solid grounding in UC principles, VoIP, SIP, and collaboration platforms
- Troubleshooting — Proven ability to diagnose complex, multi-vendor AV/UC issues across hardware, software, network, and configuration layers
- Room Design Awareness — Understanding of how acoustics, lighting, camera angles, and room layout affect meeting quality for both in-room and remote participants
- ITIL Certified — Foundation as minimum; practitioner-level preferred
- ServiceNow — Experience working within ServiceNow (or equivalent ITSM) for ticket management, SLA tracking, and reporting
- Several years' experience in a role combining UC, AV, and/or MTR support in a global enterprise environment
Desirable Skills
- Experience with Digital Employee Experience (DEX) platforms, ideally NexThink
- Microsoft certifications (e.g., MS-700, MS-720, or equivalent)
- Experience managing AV/UC test lab environments
- Experience in large, global, multi-site enterprise environments
- Familiarity with room booking systems and workplace technology integrations
- Experience with AV control systems programming (Crestron, Extron)
- Understanding of network requirements for real-time media (QoS, VLANs, bandwidth)
Candidate Profile
The ideal candidate is someone who has lived and breathed meeting room technology for several years — at scale, not just a handful of rooms. They understand that a great video conference experience isn't just about the tech — it's about how people feel when they walk into a room and how the remote participants feel on the other end. They can move between configuring a Crestron DSP and explaining to a stakeholder why acoustic panels matter.
They are methodical in troubleshooting, data-driven in their approach, and genuinely care about the employee experience. They think globally — comfortable working across time zones, supporting colleagues remotely, and maintaining consistency across a diverse estate.
They are a hunter — not someone who waits for tickets. They proactively seek out friction, identify degradation before users report it, and drive continuous improvement.
Working Arrangements
- Base location: Bournville, UK
- Scope: Global — all Client sites with MTR deployments
- On-site requirement: Minimum 3 days per week on-site in Bournville
- Travel: Some international travel may be required to support room deployments, audits, or escalations
- Collaboration: Works as part of a globally distributed team — flexibility around time zones is expected
- Lab responsibility: Physical ownership of the Bournville Video Testing Lab
Notes
- This is a global role based in Bournville — not a local site technician
- The candidate will support ~330 MTRs across all Client regions
- Priority is hands-on operational capability combined with global thinking — not project management or architecture-only profiles
- We value depth of experience over breadth of certifications
- The hunter mindset is critical — proactive, data-curious, doesn't wait for tickets to define their day