Collaboration Support Technician

Responsibilities include but are not limited to: Provide prompt, hands-on support for Zoom/Teams meetings and Poly-equipped conference rooms. Troubleshoot and resolve audio/visual (A/V) issues in real time to ensure seamless meetings and minimal downtime for end-users. Monitor and manage support tickets (incidents and service requests) in ServiceNow, performing root-cause analysis on recurring issues and ensuring timely resolution or escalation. Act as the boots-on-the-ground A/V support specialist for conference rooms and collaboration spaces. Regularly check conference room setups (cameras, microphones, speakers, and control panels), perform equipment tests, and quickly address any in-room technical problems before or during high profile meetings. Assist with Zoom administration (e.g. user account management, Zoom Room configuration, license monitoring) and Poly Lens (conference device management) tasks, ensuring consistent configuration and performance across all meeting rooms. Help apply software/firmware updates to conference room systems and coordinate with Zoom support on platform upgrades or new feature deployments. Maintain clear documentation for Zoom and Teams conference room setups, configurations, and support procedures. Contribute to the development and enforcement of standards and best practices for video conferencing (for example, standardized room configurations and usage guidelines). Proactively identify opportunities to improve the reliability and efficiency of our collaboration tools and support processes. Work with vendors (Zoom, Poly) or external support partners to escalate complex technical issues, coordinate equipment repairs/replacements, and stay informed of product updates and recommended best practices. Work closely with colleagues in IT (e.g. service desk, networking, infrastructure teams) to ensure end-to-end support for meeting technology. Serve as an escalation point or informal subject matter expert for complex Zoom/Teams AV issues, providing guidance to junior technicians and sharing knowledge of collaboration platform nuances.

Requirements:

Required Skills:

Solid working knowledge of the Zoom platform (meetings, Zoom Rooms, basic administration) and familiarity with conference room solutions (such as Poly/Polycom or similar). Ability to diagnose and resolve common issues with video conferencing (audio, video, connectivity, hardware peripherals). Excellent problem-solving skills with a customer-oriented approach. Able to remain calm under pressure and guide users or team members through troubleshooting steps during time-sensitive situations (like live meetings). Ability to face off to executive leadership and directly support their AV & conferencing needs. Collaborate with Executive Support team on activities. Strong verbal and written communication skills. Able to clearly explain technical issues to non-technical end users and produce concise documentation. A collaborative team player who can work effectively with cross-functional IT groups and contribute to a positive, inclusive support environment. Strong attention to detail. Ability to respond well to tight deadlines. Ability to work independently and in collaborative effort. Strong interpersonal, verbal and written communication skills.

Required Experience:

High School Diploma or GED equivalent and a minimum of 3 years of experience in a technical support or IT service role, with hands-on expertise in video conferencing and A/V equipment support (e.g. setting up and troubleshooting conference room systems, video calls, sound equipment).

Preferred Experience:

Zoom Admin experience (managing Zoom admin portal settings, deploying Zoom Rooms, configuring policies and integrations),

Poly/AV Management Tools:

Poly Lens administration experience or familiarity with similar conference room device management platforms is highly desirable,

Additional A/V or Collaboration Tools:

Background in supporting other collaboration or unified communication platforms (e.g. Cisco Webex) or general audiovisual systems is beneficial. Zoom Certified Administrator, Poly Certified Professional, or general A/V technology certifications (such as

AVIXA CTS

)

Additional Details :

At Valley Bank, we believe in people's growth potential. We invest in it. We protect it. We focus it. For nearly 100 years, we've been the Bank that clients from every industry turn to for our expertise, strategies, and advice-building the kind of trust that can fuel every goal. We are the leading relationship bank built for growth-with over $60 billion in assets, 3,800 experts, and more than 200 consumer branches and commercial banking offices in communities across the US. At Valley, we're all driven by an ambition that goes deeper than just having a job. That's why when you work for us, we make it our goal to help you focus on what drives you-working to turn your passions and strengths into assets you can use to propel your ambitions and build the professional legacy you want. Because when we say we're a relationship bank built for growth, that's not just reserved for our clients-that includes all our associates as well. The Collaboration Support Technician will support the Zoom & Microsoft Teams video collaboration platform and Poly (Polycom) conference room equipment across our organization. This role will handle a mix of day-to-day operational support (troubleshooting, user assistance, incident resolution) and higher-level platform support (administration, configuration standards, and acting as an escalation point for complex issues). The ideal candidate has a hands-on, ownership mindset, excellent customer service skills, and the ability to maintain reliable, high-quality collaboration experience for all employees. Pay Transparency In order to support the Fair Compensation Strategy by the US Govt., HR Dept., clients are required to adhere to "Pay Transparency Law"; in the impacted states; that have mandated the employers to list the salary ranges in Job advertisements or postings for job opportunities and Job promotions.