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 #LI-MS2
