Unified Communications and Collaboration Support Engineer

Overview

The UC&C (Unified Communications and Collaboration) Support Engineer is responsible for delivering advanced technical support for UC&C systems, as well as their associated deployment platforms and management tools in large-scale environments. This role involves troubleshooting, diagnosing, and resolving complex issues related to UC&C applications such as Microsoft Teams Rooms, Zoom Rooms, Google Teams Rooms, and similar platforms, along with Q-SYS deployment solutions and methodologies.

Base Pay Range $80,000 - $110,000

We will be accepting applications until a final candidate is identified.

The above reflects the pay range that QSC reasonably expects to pay for this role. This pay range also depends on various factors such as job duties and requirements, relevant experience and skills and geographic location. In addition to the base salary range, QSC offers a comprehensive package including but not limited to health benefits, 401K or Roth retirement plans and generous time off.

Responsibilities

• Q-SYS subject matter expert assisting in the understanding, troubleshooting, applying best practices, and deployment of systems related to USB AV Bridging, USB HID tools and applications, USB HID routing, PTZ and ePTZ network cameras, audio and video streaming technologies, room control, UC&C communication systems, and mass deployment management applications
• Advanced support of Q-SYS clients and systems, provide efficient and effective response and resolution to a variety of incidents and service requests, identify and solve critical problems and prevent them from reoccurring via root cause analysis and automation, diagnosing and differentiating hardware issues from software issues
• Report ongoing software bugs from the field and test environments via collaborative software reporting tools (Jira), communicate the technical support team and customer requirements effectively with software developers and hardware quality to help prioritize changes that add value to our business
• Provide project status updates for management, internal stakeholders (e.g. sales), and customers, communicate progress on issues and makes modifications as needed. Ensure that all issues/tickets are addressed properly and all records are maintained in Q-SYS’s CRM system (Salesforce), bug reports (Jira), and knowledge base (Help juice)
• Provide on-site support to clients and end-users, focusing on troubleshooting and diagnosing technical issues. Ensure client systems are updated and optimized to meet the operational requirements outlined in the scope of work

Qualifications

• Bachelor’s or advanced degree in computer science, electrical engineering or similar discipline.
• CTS, CTS-D or similar Avixa technical certification desired.
• At least 4 years experience in-depth troubleshooting of UC&C applications from major providers including but not limited to: Microsoft, Zoom, Google, and Webex.
• At least 4 years experience in-depth troubleshooting technologies related to USB, HID, PTZ Cameras and UC&C system setups and protocols.
• At least 3 years experience in-depth troubleshooting of Q-SYS or similar Linux-based AV systems
• At least 2 years experience with mass deployment management applications across the enterprise
• At least 2 years experience with Atlassian collaborative tools, such as Confluence and Jira
• Excellent verbal and written communications skills
• Proven experience in supporting conferencing systems including Microsoft Teams, Zoom and other collaboration tools
• Extensive expertise in software applications related to UC&C technologies
• Strong troubleshooting and problem-solving skills
• Ability to work independently and as part of a teamExcellent software and hardware troubleshooting skills
• Strong understanding of and experience in audiovisual systems design, technical support and troubleshooting