Conferencing Concierge

The Concierge serves as both a local collaboration expert and a remote support extension, helping users across locations troubleshoot conferencing challenges and adopt best practices across Microsoft Teams Rooms and related technologies. The Onsite Conferencing Concierge is a highly visible, customer-focused role responsible for ensuring seamless, frictionless meeting experiences within high-traffic office locations (PODs).

Job Title: Onsite Conferencing Concierge (Collaboration Service Engineer) 
Contract Duration: 1-year, possible extension
Location: Chicago IL, Coppell TX, OR Charlotte NC
Work Arrangement: Onsite

Summary
The Onsite Conferencing Concierge is a highly visible, customer-focused role responsible for ensuring seamless, frictionless meeting experiences within high-traffic office locations (PODs). 

This role blends technical expertise with white-glove service, providing proactive room readiness, real-time meeting support, and hands-on issue resolution to protect critical business and executive interactions. 

The Concierge serves as both a local collaboration expert and a remote support extension, helping users across locations troubleshoot conferencing challenges and adopt best practices across Microsoft Teams Rooms and related technologies. 

Responsibilities
Daily Operations & Room Readiness

• Conduct early-morning room readiness checks prior to the first scheduled meetings to proactively identify and resolve issues 
• Validate functionality of audio, video, displays, room controls, and connectivity 
• Perform checklist-driven inspections to ensure consistent quality and reliability across all rooms 

Live Meeting Support

• Provide rapid, in-room response during live meetings and high-visibility events to prevent or resolve disruptions 
• Support executives and critical business meetings with a high-touch, white-glove approach 
• Troubleshoot issues related to audio quality and tuning, video/camera framing and alignment, content sharing and proximity join, and device pairing and connectivity 

Technical Operations & Maintenance

• Assist Conferencing, Collaboration & Content Product Team with maintenance of firmware, software, and Teams application currency across conferencing systems 
• Identify recurring issues and coordinate remediation with vendors and engineering teams 
• Own and track post-installation punch list items and ensure completion 

User Engagement & Enablement

• Provide in-the-moment coaching and support to meeting participants 
• Deliver lightweight training on casting and wireless sharing, Teams meeting controls and features, and room best practices and etiquette 
• Maintain a visible and approachable presence to encourage early issue reporting 

Cross-Site Support & Remote Assistance

• Provide remote troubleshooting support for other office locations and users as needed 
• Assist service desk and engineering teams in diagnosing complex conferencing issues 
• Share knowledge, trends, and recurring issues to improve enterprise-wide collaboration experiences 

Metrics & Continuous Improvement

• Contribute to and improve key service metrics, including room readiness rates, mean time to resolution (MTTR), incident volume trends, and proactive vs. reactive fix ratios 
• Identify opportunities to reduce friction and improve the end-user experience 

Required Skills & Qualifications

• Experience supporting enterprise conferencing platforms (e.g., Microsoft Teams Rooms) 
• Strong troubleshooting skills across AV, networking, and endpoint technologies 
• Ability to diagnose and resolve issues requiring physical, in-room intervention 
• Familiarity with audio/video systems and room acoustics, device firmware/software lifecycle management, and collaboration platform features and integrations 
• Ability to work independently in a fast-paced, high-visibility environment 

Preferred Qualifications

• Experience supporting executive environments or high-profile meeting spaces 
• Knowledge of AV hardware vendors (e.g., Logitech, Neat, Poly) 
• Experience working with service management tools and ticketing systems 
• Exposure to enterprise collaboration governance, policies, and user adoption initiatives 

Behavioral & Personality Attributes

• Empathy and patience, understands user stress during meeting disruptions and responds calmly and supportively 
• Encouraging and approachable demeanor, creates a welcoming environment that encourages users to ask for help early 
• Customer-first mindset, focuses on ensuring meetings proceed smoothly, regardless of underlying technical complexity 
• Strong communication skills, explains technical issues in a clear, non-technical way 
• Proactive and anticipatory thinking, identifies and resolves issues before they impact users 
• Confidence under pressure, performs effectively during high-visibility or executive meetings 

Work Environment & Expectations

• Primarily onsite in high-traffic office POD locations 
• Early start times may be required to support pre-meeting readiness (e.g., before business hours) 
• Active movement between conference rooms and collaboration spaces throughout the day 
• Occasional support during peak events or extended hours for critical meetings 

Role Impact

• Ensuring reliable, high-quality meeting experiences 
• Reducing disruptions that cannot be detected or resolved remotely 
• Supporting executive engagement and business continuity 
• Improving user confidence and adoption of collaboration technologies 

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