The Role Responsible for the setup and operation of video conferencing systems and associated infrastructure, switching and control of audio and video systems Troubleshooting of VC equipment related issues Escalation to backend and support vendor to identify issue and resolve them accordingly Ensure the readiness of the room to connect to any VC session at any point in time Monitor System health check & work towards continuous improvement to prevent System issues by early problem detection Automate the daily monitoring and manual operations to improve System resiliency and stability Regular health-check and capacity assessment of Production environment from BAU growth perspective and incoming project volume Manage end to end Incident Management including investigation, recovery of service, and post recovery verifications Manage user queries and reported incidents to closure. Ensure the incidents are closed within the agreed SLA with business. work with different stakeholders including business, infrastructure and application support teams to resolve the issues. Capable to handle multiple concurrent incidents following process and closure with Management report. work with infra support including Network, Active Directory, Firewall, Proxy on System maintenance & infra related issues Troubleshooting Requirements Bachelors degree in IT, Computer Science or any equivalent field of study At least 3-5 years of working experience in IT support-related work Evident experience in supporting Video conferencing technologies i.e Cisco On-Premise, Cisco Webex, Zoom Meetings. Microsoft Teams will be added advantage Excellent written and verbal communication skills, has the ability to handle complex customer interactions via telephone and video conferencing Good problem-solving and analytical skills