Job Title: Cloud Service Engineer III
Role Overview
We are seeking an experienced Collaboration Technology Engineer, Video & Meeting Rooms, Voice, to support the delivery, operation and continuous improvement of enterprise video, meeting-room, audio-visual and voice services across a global estate. The role is intended for a hands-on technical professional who can take ownership of complex incidents and technical work, rather than an entry-level or developmental position.
The successful candidate will support Microsoft Teams Rooms, professional AV systems, Zoom, online event management platforms and connected workplace technologies across a global estate. They will work with regional support teams, engineering colleagues and suppliers to deploy, maintain and troubleshoot meeting spaces, executive environments and business-critical collaboration services.
Key Responsibilities
Deploy, commission, maintain and troubleshoot Microsoft Teams Rooms and associated AV systems, from standard rooms through to complex boardrooms, presentation spaces and executive environments.
Diagnose issues across Microsoft services, accounts and licensing, Windows/MTR compute, networking, USB, cameras, microphones, DSPs, amplifiers, loudspeakers, displays, video transport and room control.
Monitor service health and room performance using Microsoft Teams Admin Centre, Teams Rooms Pro Management Portal, Call Quality Dashboard and relevant vendor management tools.
Provide hands-on support for high-visibility meetings, presentations, Town Halls, webinars and online events, including rapid service restoration and practical contingency planning.
Own the support and administration of Microsoft Teams Phone, including user enablement, number assignment, calling policies, voice routing, Direct Routing, PSTN connectivity, call queues and auto attendants.
Lead or contribute to meeting-room builds, upgrades, technology refreshes and global deployments with internal teams, local technicians, integrators and vendors.
Use ServiceNow and Jira to manage incidents, requests, problems, changes and project activities in line with operational processes.
Create and maintain accurate designs, runbooks, system diagrams, procedures, asset information and knowledge articles.
Support digital signage and connected collaboration devices, including platforms such as ScreenCloud.
Provide clear technical guidance and knowledge transfer to users, regional support teams and other engineers.
Role Scope & Technical Ownership
This is an experienced engineering role with responsibility for independently handling complex work, making sound operational decisions and contributing to the technical direction of collaboration services. The role includes broad technical ownership and continued professional development across:
Microsoft Teams Rooms, shared-space devices and associated professional AV systems.
Professional AV design principles, audio and video signal flow, DSP configuration, room control and integration with Microsoft Teams and Zoom.
Online event management, webinars, Town Halls and business-critical presentation support.
Microsoft Teams Phone, including Direct Routing, telecom integration, number management, voice routing and policy configuration.
Monitoring, fault isolation and service improvement using Teams analytics, CQD, room-management data and vendor tools.
Networking, telephony, identity, endpoint and licensing dependencies underpinning collaboration services.
Technical leadership during complex incidents, including deciding when to repair, work around, move a meeting, escalate or engage a specialist.
Global service delivery, Incident, Change and Problem Management, root-cause analysis and preventative actions.
Automation using Microsoft Copilot Studio, Power Platform and workflow tools to improve support processes and user experience.
Mentoring less-experienced technicians and sharing practical knowledge where required.
Skills & Experience Microsoft Teams Rooms, Zoom & Professional AV
Hands-on professional experience deploying, commissioning, maintaining and troubleshooting physical Microsoft Teams Rooms. Logitech room-system experience is strongly preferred.
Experience supporting complex meeting rooms, boardrooms, presentation spaces and large-scale online events, not only basic all-in-one rooms.
Experience supporting Zoom meetings or Zoom-enabled collaboration environments alongside Microsoft Teams.
Practical knowledge of cameras, microphones, loudspeakers, displays, controllers, compute systems, USB signal paths, cabling and physical infrastructure.
Understanding of audio signal flow, gain structure, acoustic echo cancellation, mixing and digital signal processing.
Experience with one or more AV ecosystems such as Biamp Tesira, Q-SYS, Crestron or Shure IntelliMix.
Experience with installed and wireless microphones. Shure wireless, Microflex Wireless or similar conferencing experience is desirable.
Understanding of video switching, routing, distribution and scaling, including HDMI interoperability, EDID, HDCP, resolutions and refresh rates.
Ability to read AV system drawings and trace signal paths through interconnected devices.
Microsoft Collaboration & Voice
Demonstrable experience supporting Microsoft Teams, Microsoft 365 and enterprise unified communications services.
Practical experience administering Microsoft Teams Phone, including Direct Routing, PSTN services, number assignment, voice routing, policies, call queues and auto attendants.
Working knowledge of identity, resource accounts, licensing and service dependencies relevant to Teams Phone and Teams Rooms.
Experience using Teams Admin Centre, Teams Rooms Pro Management Portal and Call Quality Dashboard.
AV Networking & Troubleshooting
Working understanding of IP addressing, VLANs, QoS, PoE and relevant multicast concepts.
Basic knowledge of Dante networked audio, HDBaseT and professional AV transport technologies is desirable.
Ability to distinguish between faults in AV hardware, networking, Windows/MTR compute, cloud services, accounts, licensing, USB or peripherals.
Strong systematic troubleshooting skills, with the ability to restore service first and complete root-cause analysis afterwards.
Experience managing incidents through ServiceNow or a comparable IT service management platform.
Communication & Customer Support
Ability to explain technical issues clearly, adapt detail to the audience and provide concise, actionable updates.
Comfortable working under time pressure while maintaining sound judgement and a calm, customer-focused approach.
Professional written and spoken English suitable for global engineering, support and business teams.
Personal Attributes
Accountable and able to own technical issues from initial diagnosis through restoration, escalation and closure.
Calm, methodical and decisive during live incidents and mission-critical meetings or events.
Confident supporting Microsoft Teams and Zoom meetings, with a practical, service-focused approach to online event management.
Curious and committed to keeping knowledge current across collaboration, AV, video, networking and workplace technologies.
Confident making recommendations while comfortable acknowledging knowledge gaps and engaging specialists.
Collaborative and non-territorial, with a willingness to help outside an immediate speciality when capable.
A clear communicator who listens carefully before proposing solutions.
Organised, reliable and detail-oriented, with a commitment to documentation, standards and knowledge transfer.
Respectful and constructively challenging, able to question assumptions without undermining colleagues or customers.
Comfortable working independently on site while remaining connected to a geographically distributed global team.
Focused on service reliability, user experience and practical outcomes.
Desired Overall Candidate Profile
The ideal candidate will be a strong technical generalist spanning Microsoft Teams Rooms, professional AV, video collaboration, online events and Microsoft collaboration technologies, rather than exclusively an AV technician or exclusively a Microsoft Teams or Unified Communications administrator.
They do not need expert-level knowledge of every technology. More important is the breadth to understand how technologies interact, isolate the likely problem domain, communicate effectively, recognise the limits of their expertise and engage the right resources when necessary.
Hands-on meeting-room experience, strong troubleshooting instincts, calm decision-making, effective communication, customer focus and the ability to contribute at an experienced engineering level within a collaborative global team are essential.
Desirable Qualifications & Vendor Experience
Relevant Microsoft Teams, Microsoft 365, networking, telephony or AV certifications.
Vendor training or certification from organisations such as Logitech, Biamp, Q-SYS, Crestron, Shure, Zoom or Dante/Audinate.
Experience in a large enterprise with a globally distributed meeting-room, video, voice or collaboration estate.
Experience working with AV integrators, telecom providers, managed service partners and equipment manufacturers.
Who we are:
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [email protected].
Job: Engineering
Job Family: TECHNOLOGY
Organization: Corporate Strategy & Technology
Schedule: FULL_TIME
Workplace Type: Hybrid
Req ID: 22885
