Job Title: Onsite Conferencing Concierge (Collaboration Service Engineer)
Contract Duration: 1 year, possible extension
Location: Chicago, IL / Charlotte, NC
Work Arrangement: Onsite
Summary
The Onsite Conferencing Concierge is a highly visible, customer-focused role responsible for ensuring seamless, frictionless meeting experiences within high-traffic office locations (PODs).
This role blends technical expertise with white-glove service, providing proactive room readiness, real-time meeting support, and hands-on issue resolution to protect critical business and executive interactions.
The Concierge serves as both a local collaboration expert and a remote support extension, helping users across locations troubleshoot conferencing challenges and adopt best practices across Microsoft Teams Rooms and related technologies.
Responsibilities
Daily Operations & Room Readiness
- Conduct early-morning room readiness checks prior to the first scheduled meetings to proactively identify and resolve issues
- Validate functionality of audio, video, displays, room controls, and connectivity
- Perform checklist-driven inspections to ensure consistent quality and reliability across all rooms
Live Meeting Support
- Provide rapid, in-room response during live meetings and high-visibility events to prevent or resolve disruptions
- Support executives and critical business meetings with a high-touch, white-glove approach
- Troubleshoot issues related to audio quality and tuning, video/camera framing and alignment, content sharing and proximity join, and device pairing and connectivity
Technical Operations & Maintenance
- Assist Conferencing, Collaboration & Content Product Team with maintenance of firmware, software, and Teams application currency across conferencing systems
- Identify recurring issues and coordinate remediation with vendors and engineering teams
- Own and track post-installation punch list items and ensure completion
User Engagement & Enablement
- Provide in-the-moment coaching and support to meeting participants
- Deliver lightweight training on casting and wireless sharing, Teams meeting controls and features, and room best practices and etiquette
- Maintain a visible and approachable presence to encourage early issue reporting
Cross-Site Support & Remote Assistance
- Provide remote troubleshooting support for other office locations and users as needed
- Assist service desk and engineering teams in diagnosing complex conferencing issues
- Share knowledge, trends, and recurring issues to improve enterprise-wide collaboration experiences
Metrics & Continuous Improvement
- Contribute to and improve key service metrics, including room readiness rates, mean time to resolution (MTTR), incident volume trends, and proactive vs. reactive fix ratios
- Identify opportunities to reduce friction and improve the end-user experience
Required Skills & Qualifications
- Experience supporting enterprise conferencing platforms (e.g., Microsoft Teams Rooms)
- Strong troubleshooting skills across AV, networking, and endpoint technologies
- Ability to diagnose and resolve issues requiring physical, in-room intervention
- Familiarity with audio/video systems and room acoustics, device firmware/software lifecycle management, and collaboration platform features and integrations
- Ability to work independently in a fast-paced, high-visibility environment
Preferred Qualifications
- Experience supporting executive environments or high-profile meeting spaces
- Knowledge of AV hardware vendors (e.g., Logitech, Neat, Poly)
- Experience working with service management tools and ticketing systems
- Exposure to enterprise collaboration governance, policies, and user adoption initiatives
Behavioral & Personality Attributes
- Empathy and patience, understands user stress during meeting disruptions and responds calmly and supportively
- Encouraging and approachable demeanor, creates a welcoming environment that encourages users to ask for help early
- Customer-first mindset, focuses on ensuring meetings proceed smoothly, regardless of underlying technical complexity
- Strong communication skills, explains technical issues in a clear, non-technical way
- Proactive and anticipatory thinking, identifies and resolves issues before they impact users
- Confidence under pressure, performs effectively during high-visibility or executive meetings
Work Environment & Expectations
- Primarily onsite in high-traffic office POD locations
- Early start times may be required to support pre-meeting readiness (e.g., before business hours)
- Active movement between conference rooms and collaboration spaces throughout the day
- Occasional support during peak events or extended hours for critical meetings
Role Impact
- Ensuring reliable, high-quality meeting experiences
- Reducing disruptions that cannot be detected or resolved remotely
- Supporting executive engagement and business continuity
- Improving user confidence and adoption of collaboration technologies
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