Senior Administrator - Monitoring Tools, Event Monitoring

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support

In short

We are looking for a customer-focused Tech Lounge Support Engineer with expertise in Hardware, Audio Visual (AV), and Video Conferencing (VC) to provide in-person support to employees in our on-site Tech Lounge. You will serve as the first point of contact for walk-in users facing hardware, connectivity, or AV/VC issues, delivering fast resolutions and an excellent user experience.

Responsibilities

Provide walk-in support to employees for IT hardware issues (laptops, docking stations, monitors, peripherals, etc.).
Troubleshoot and assist with AV and VC setups in meeting rooms (Zoom, Microsoft Teams, Cisco WebEx, etc.).
Support daily operations of the Tech Lounge, ensuring it’s welcoming, well-stocked, and organized.
Maintain, set up, and test AV/VC equipment before meetings or events.
Assist with hardware provisioning, asset tagging, and inventory management.
Coordinate with back-end support teams for unresolved or escalated issues.
Guide users on device usage, conferencing tools, and other standard workplace tools.
Log incidents and service requests in the ITSM tool (e.g., ServiceNow).
Maintain documentation and knowledge base articles for recurring issues and resolutions.
Support laptop imaging, software installation, patching, and configuration.
Educate users on best practices for using workplace collaboration tools and technologies.

Requirements

High school diploma or equivalent and 4 to 8 years of related experience and/or training; or equivalent combination of education and experience.
3+ years of experience in customer service and professionalism in a corporate work environment.
Advanced knowledge and experience working with Cisco and/or Microsoft Teams Rooms.
Advanced knowledge and experience supporting meetings on Zoom & Microsoft Teams platforms.
Excellent written and oral communication skills.
Ability to troubleshoot technical issues quickly, accurately, and calmly.
Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
Ability to think and work independently.
Strong understanding of wiring and termination skills as well as proper installation techniques of all AV equipment.
Understanding of reading/understanding architecture, electrical, structural & AV systems drawings.
Ability to work day, evening, or weekend shifts and travel for business needs; estimated frequency is 10% in a year.
Must be proficient using a computer and Microsoft applications (SharePoint/Excel/Word/PowerPoint).

Benefits

Position requires you to be onsite M-F during business operation hours (varying between 7am-6pm).
Must be able to sit, stand, stoop, and bend for extended periods of time.
Must have the ability to perform office-related tasks which may include prolonged sitting or standing.
Must have the ability to move from place to place within an office environment at a moment's notice.
Must have the ability to climb a ladder.
Must be able to regularly lift and transport up to 15 pounds, as well as frequently lift and/or transport moderately heavy equipment up to 50 pounds.
Must have dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and handle other office equipment.

Skills

HardwareAudio VisualVideo ConferencingZoomMicrosoft TeamsCisco WebExServiceNowSharePointExcelWordPowerPoint

#IT hardware#AV#VC#Tech Lounge#meeting rooms#collaboration tools

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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