Audio Visual Specialist in Birmingham

HCLTech is a global technology company, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, 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.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere. As a company, we are deeply focused on accelerating our ESG agenda and creating technology-enabled sustainable solutions with and for our clients and partners.

Note: Candidates must be eligible to work in the UK and be fluent in English.

Role Summary

A hands-on, expert-level Video Conferencing and Microsoft Teams Rooms specialist, joining a globally distributed team responsible for the operational excellence of approximately 330 Microsoft Teams Rooms (Windows and Android) across the Customer estate. Based in Bournville, this role operates globally as part of that team — supporting, troubleshooting, and continuously improving the MTR and video conferencing experience across all regions.

Key Responsibilities

• Manage, maintain, and troubleshoot ~330 Microsoft Teams Rooms (Windows and Android) across all Customer sites globally.
• Configure, support, and optimise AV peripherals and infrastructure components from OEMs including Shure, Crestron, Extron, Magewell, Blackmagic Design, and Sennheiser.
• Troubleshoot complex AV signal chains — understanding logical connectivity, device settings, firmware, and their impact on both in-room and remote participant experience.
• Ensure meeting spaces deliver a cohesive experience where acoustic treatment, lighting, camera placement, and technology work together.
• Own the video conferencing experience from an employee/user perspective — proactively identifying and resolving friction points across the global estate.
• Collaborate with global MTR team colleagues across time zones on standards, configurations, incident resolution, and continuous improvement.
• Provide data and insight to support reporting, scorecards, and experience metrics.

Video Testing Lab (Bournville)

• Support the day-to-day operation of the Bournville Video Testing Lab as a controlled environment for the global team.
• Coordinate and execute testing of firmware updates, security/vulnerability patches, and configuration changes before global rollout.
• Test and validate AV device settings, audio tuning, video quality, and their combined impact on the in-room and remote meeting experience.
• Support global colleagues in using the lab remotely for validation and experimentation.
• Document test outcomes, maintain a test register, and provide go/no-go recommendations for production deployment.

Process & Platforms

• Manage incidents and service requests via ServiceNow (or equivalent ITSM platform), adhering to ITIL processes.
• Contribute to DEX (Digital Employee Experience) initiatives, leveraging platforms such as NexThink to monitor, measure, and improve the meeting room experience.
• Liaise with vendors, integrators, and internal stakeholders on room builds, upgrades, and issue resolution.

Required Skills & Experience

• Expert-level knowledge of Microsoft Teams Rooms deployment, configuration, management, and troubleshooting across both Windows and Android platforms.
• Strong understanding of Teams admin centre, policies, calling, and meeting configurations.
• Expert-level understanding of pro-AV components, signal flow, and integration with MTR.
• Solid grounding in UC principles, VoIP, SIP, and collaboration platforms.
• Proven ability to diagnose complex, multi-vendor AV/UC issues across hardware, software, network, and configuration layers.
• Understanding of how acoustics, lighting, camera angles, and room layout affect meeting quality for both in-room and remote participants.
• ITIL Certified — Foundation as minimum; practitioner-level preferred.
• Experience working within ServiceNow (or equivalent ITSM) for ticket management, SLA tracking, and reporting.
• Several years' experience in a role combining UC, AV, and/or MTR support in a global enterprise environment.

Desirable Skills

• Experience with Digital Employee Experience (DEX) platforms, ideally NexThink.
• Microsoft certifications (e.g., MS-700, MS-720, or equivalent).
• Experience managing AV/UC test lab environments.
• Experience in large, global, multi-site enterprise environments.
• Familiarity with room booking systems and workplace technology integrations.
• Experience with AV control systems programming (Crestron, Extron).
• Understanding of network requirements for real-time media (QoS, VLANs, bandwidth).

Candidate Profile

The ideal candidate is someone who has lived and breathed meeting room technology for several years — at scale, not just a handful of rooms. They understand that a great video conference experience isn't just about the tech — it's about how people feel when they walk into a room and how the remote participants feel on the other end. They can move between configuring a Crestron DSP and explaining to a stakeholder why acoustic panels matter.

They are methodical in troubleshooting, data-driven in their approach, and genuinely care about the employee experience. They think globally — comfortable working across time zones, supporting colleagues remotely, and maintaining consistency across a diverse estate. They are proactive, seeking out friction, identifying degradation before users report it, and driving continuous improvement.

Working Arrangements

• Scope: Global — all Customer sites with MTR deployments.
• Travel: Some international travel may be required to support room deployments, audits, or escalations.
• Collaboration: Works as part of a globally distributed team — flexibility around time zones is expected.
• Lab responsibility: Physical ownership of the Bournville Video Testing Lab.

Benefits

A supportive, diverse, and global team with a brilliant culture. Competitive compensation and benefits that includes vacation holiday per year, various insurances apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.

Great opportunities to make the role your own, upskill yourself and get involved with exciting projects. Total Wellbeing is our focus. Alongside your professional excellence, you join likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion.