MTR Voice Operations Engineer

The Microsoft Teams Room Support Tech will work closely with ITSS Voice/Video teams, Facilities, Conference Room Owners, and 3rd parties to ensure working operation of Microsoft Teams Rooms (MTR) and mobile units. It includes responsibilities such as responding to alerts and troubleshooting, escalating issues to 3rd party vendors, as well as managing the lifecycle of the equipment. This person will act as a customer liaison between the clients in the RSC and product management teams to ensure the MTR solution in place meets the customer needs. This role is based in Plano, Texas working within a hybrid work environment onsite 2-3 days/week. Salary Range: $83,700 to $90,000 annually + bonus eligibility. This is the expected salary range for this position. Ultimately, in determining pay, we'll consider the successful candidate's location, experience, and other job-related factors. Responsibilities: Tier1/2 Support - Responding to basic and intermediate issues that typically include hands on support and troubleshooting. Manages direct escalation to vendors if needed for repair. New Room Deployments and Lease Refreshes - Track, plan, and coordinate the lease refresh of MTR and mobile units. This includes working with room owners to coordinate with vendor on room proposals, managing the entire effort from beginning to end, reviewing, and providing pricing breakdowns to owners and helping stakeholders understand their solutions. Also includes ensuring the leased units are returned on time to prevent unnecessary lease extensions. Executive Support and Customer Experience - Possessing the ability to effectively interact and communicate with all levels of the organization's users. Taking feedback from Room Owners and Customers, proposing solutions and/or providing feedback to appropriate teams so improvements can be made when possible. Vendor Management - Cultivating a relationship with vendor(s) used in the MTR solutions. Currently those are Ford AV, Microsoft, and OEM partners. Establishing relationships with stakeholders for open lines of communication and providing pre-emptive support and testing for meetings with high visibility. Creating, licensing, and maintaining Microsoft Teams Room Accounts utilizing multiple platforms - Microsoft Entra (Azure Active Directory), On-Premise Active Directory, Microsoft Exchange/O365, PowerShell, MMR, Microsoft Teams Admin Center Minimum Requirements: Minimum 2 years technical audio visual or deskside technical support. Ability to troubleshoot technical issues quickly and accurately and identify when further escalation is needed. Ability to demonstrate basic AV knowledge for the purpose of installation and maintenance of advanced AV control systems. Experience with incident ticketing and processes (troubleshooting, task management, triage, remediation, reporting) Working knowledge of teleconferencing technologies and familiarity with VoIP networking infrastructure. Basic knowledge of Microsoft Teams, Microsoft Exchange/O365 in general, Microsoft Entra (Azure AD), Active Directory, Windows Systems Ability to communicate with both technical and non-technical professionals verbally and in writing Preferred Requirements: Experience working on/or leading large scale and complex projects. Vendor Management - Experience with facilitating and maintaining relationships with the department's vendors/partners, negotiating contracts, enforcing standards etc. Experience with Logitech, Polycom, and Crestron A/V hardware and software (Logi Sync, Poly Web Interface, Creston Toolbox, Android systems) Asset Management - Ability to maintain accurate and up-to-date asset records for items like acquisition, disposal, RMA, financial understandings, maintenance contracts and history etc. Experience with heavily integrated meeting spaces and event areas. 2 years' experience with cloud and hybrid, or on-premises infrastructure. AV Industry standards and/or technology management Yum Brands, Inc., based in Louisville, Kentucky, and its subsidiaries franchise or operate a system of over 55,000 restaurants in more than 155 countries and territories under the company's concepts - KFC, Taco Bell, Pizza Hut and the Habit Burger Grill. The Company's KFC, Taco Bell and Pizza Hut brands are global leaders of the chicken, Mexican-style food, and pizza categories, respectively. The Habit Burger Grill is a fast casual restaurant concept specializing in made-to-order chargrilled burgers, sandwiches and more. In 2023, the KFC, Taco Bell and Pizza Hut brands were ranked in the top five of Entrepreneur's Top Global Franchises Ranking. In addition, in 2023 Yum Brands was included on the Bloomberg Gender Equality Index; Forbes' list of America's Best Employers for Diversity; and Newsweek's lists recognizing America's Most Responsible Companies, America's Greatest Workplaces for Diversity and America's Greatest Workplaces for Women. In 2022, the Company was named to the Dow Jones Sustainability Index North America. As the world's largest restaurant company, we have a clear and compelling mission: to build the world's most loved, trusted, and fastest-growing restaurant brands. The key and not-so-secret ingredient in our recipe for growth is our unrivaled culture and talent, which fuels our results. To that end, we're looking for talented, motivated, team-oriented individuals to join us and have the opportunity be your best, have fun, make friends, and make a positive impact. We are excited about the future growth of our brands. In fact, as a company we are opening an average of 8 restaurants a day worldwide This growth creates endless opportunities for professional, as well as personal growth. Customer sentiment and love for our brands is the fuel for our excitement Taco Bell has been named one of the 10 Most Innovative Companies in the World by Fast Company. Pizza Hut delivers more pizzas than any other pizza company in the world, KFC's still uses its 75-year-old finger-lickin' good recipe, including secret herbs and spices to hand-bread its chicken every day, and the Habit Burger Grill is looking to expand its regional footprint across the country. Check Out Some Of Our Great Benefits (Some available at HQ locations only) Recognition based culture and unique, fun events year round 401(k) with a 6% matching contribution from Yum Brands with immediate vesting 4 weeks of vacation per year plus holidays Onsite childcare through Bright Horizons Onsite dining center (yes, you can eat KFC, Taco Bell or Pizza hut every day) 2 paid days off per year to volunteer Tuition reimbursement, education benefits and scholarship opportunities Healthcare and dependent care flexible spending accounts Company paid life insurance Generous parental leave for all new parents and adoption assistance program Onsite dry cleaning, laundry services, concierge Onsite gym with fitness classes and personal trainer sessions Discounts for life's adventures (ex: theme parks, wireless plans, etc.) Comprehensive medical, vision and dental including prescription drug benefits and 100% preventive care Grow Yourself Week which is devoted to your personal development

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