Unified Communications (UC) Engineer

Over the last 2 years Informa have begun to standardise and upgrade their meeting room technology with over 150 endpoints so far migrated from traditional Video Conference Systems to Microsoft Teams Rooms. As well as standard Microsoft Teams meeting rooms, Informa have also began upgrading their Town Hall spaces and Boardrooms with professional AV equipment in each of our main global hub offices and deployed several digital whiteboards (currently Surface Hubs 2S) to aid colleague collaboration. We are projecting to be upgrading over 100 more spaces in the next 2 years.

Reporting into our Lead UC Engineer, the Unified Communications (UC) Engineer will work within the global Unified Communications team to provide onsite maintenance and support for Informa's meeting room & space technology across our London offices as well as providing remote maintenance and support to our offices worldwide. You will be a subject matter expert in our meeting space technology, responsible for ensuring our estate is maintained and operational. You will be the London escalation point to our onsite 1st line IT teams and work closely with Informa's IT teams and our 3rd party managed support partner - Symity, who design, commission, monitor, maintain and support our meeting spaces globally. Approximately 60% of your role will be business as usual; providing excellent support and maintenance for our UC services, and the other 40% will be working with our global project teams to successfully deploy our standard meeting room AV technology and UC services across our offices globally.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Pro-active meeting room support - ensuing the meeting space AV is online and operational using remote monitoring tools and onsite testing.
• Re-active meeting room support - Requests and incidents that come into the UC Service Now queue, be the escalation point to our onsite 1st line IT teams - troubleshooting and resolving complex AV problems.

• Work closely with our managed service partner Symity with troubleshooting, maintenance, changes or project works.
• Analyse, troubleshoot and resolve voice & video call quality problems (primarily Microsoft Teams Calls) escalating with Microsoft and working in conjunction with our Network team.
• Provide white glove in-room support for high profile events such as board meetings and Town Halls when required.
• Work with our global Real Estate project teams and Symity as the internal technical engineer to successfully deploy our standard meeting room technology across the globe.
• Provide feedback and recommendations of improvements to our meeting spaces.
• Work on other Unified Communications support, maintenance, or project tasks when required to assist the wider Unified Communications team.

Qualifications

• Experience of administrating, maintaining, and supporting Microsoft Teams Room Systems on Windows and Android (Yealink, Poly, Logitech)
• Experience of administrating, maintaining, and supporting various types of AV technologies including:

• Professional AV technologies such as commercial grade screens, Digital Sound Processor, Control Processor Systems, IP PDU's, Video Switchers, wireless microphones (QSC, Biamp, Crestron, LG, Shure, Sennheiser).
• Digital Whiteboards (Surface Hub 2S)
• Traditional VC Systems (Polycom X Series & Cisco Webex Systems)

• Ability to troubleshoot and resolve complex AV problems. Reviewing and understanding AV schematic diagrams. Understands AV Wireless connectivity, AV cabling and AV control signaling. Understands voice and video signaling and protocols - H323, SIP, PSTN, PRI.
• Experience of working within an MER and SER / Comms Room, ability to patch and trace cabling. Understands TCP/IP, Layer2/3 networking (routers/switchers) and basic network theory.
• Experience of administrating within Microsoft O365 admin centres especially Teams Admin Centre (TAC) but also O365, Exchange Online, Azure Active Directory and Endpoint Manager/Intune (Creating room resource accounts, licencing, groups, resetting passwords etc)
• Experience of Outlook/Exchange based Room Booking Systems.
• General IT support experience and knowledge of Windows.
• Excellent customer service skills. Comfortable working with executive colleagues.
• Experience of working in an ITIL driven global IT department, using Service Now for IT incidents and request from users. Working to set Global Technology Standards and Best Practices.
• Experience of supporting a global agile work force.

• 3 years of meeting room support experience.
• Effective written and verbal communication skills.
• Fluent in using Microsoft O365 Tools (Teams, Outlook, Excel, Word etc)
• Bachelor's Degree in a computer-related field, or equivalent experience.
• Efficient organizational skills. Ability to work independently and be self-motivated. Ability to prioritize tasks effectively.
• Must thrive in a fast paced environment with a strong ability to manage changing priorities.

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