Job description:

Job Title: L2 MTR Support Engineer
Job Summary:
The L2 MTR Support Engineer is responsible for providing advanced technical support for Microsoft Teams Rooms (MTR) and other video conferencing solutions. This role involves troubleshooting, resolving complex issues, and ensuring the seamless operation of video conferencing systems.
Key Responsibilities:
Technical Support: Provide second-level support for MTR and video conferencing solutions, including troubleshooting hardware and software issues.
Incident Management: Manage and resolve incidents and service requests related to video conferencing systems within agreed SLAs.
System Maintenance: Perform regular maintenance and updates on video conferencing equipment and software to ensure optimal performance.
User Training: Conduct training sessions for end-users on the effective use of MTR and video conferencing tools.
Documentation: Maintain detailed documentation of issues, resolutions, and system configurations.
Collaboration: Work closely with other IT teams and vendors to resolve complex issues and implement new solutions.
Monitoring: Monitor the performance and usage of video conferencing systems to identify and address potential issues proactively.
Required Skills and Qualifications:
Technical Expertise: Strong knowledge of Microsoft Teams Rooms, video conferencing technologies (e.g., Zoom, Cisco Webex), and related hardware.
Problem-Solving: Excellent troubleshooting skills and the ability to resolve complex technical issues.
Communication: Strong verbal and written communication skills to interact effectively with end-users and technical teams.
Experience: Minimum of 2.5 -5 years of experience in IT support, with a focus on video conferencing solutions.
Certifications: Relevant certifications such as Microsoft Certified: Teams Support Engineer Specialty or similar are preferred.
Customer Service: Ability to provide high-quality customer service and support in a fast-paced environment.
Preferred Qualifications:
Experience with network troubleshooting and understanding of network protocols.
Familiarity with audio-visual (AV) equipment and integration.
Knowledge of ITIL processes and best practices.

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases