Engineer - Digital Workplace

Job Title and Location

Hybrid Role – Engineer – Digital Workplace (Managed Events Support)

• Provide end to end technical support for managed events and be responsible for the overall success of each event.
• Have a good knowledge of Zoom (Meeting / Webinar solutions and Zoom Rooms) needed for events and how to best apply the technology to the meeting requirements.
• Meet with the event requestor to understand the scope of the event and to recommend the technology needed per that event as well as the right support.
• Manage the event from the point it is assigned through to completion of the event, including post‑event debrief and satisfaction survey, and log results per reporting process.
• Resolve any issues found during testing with responsible teams, and elevate as needed.
• Follow all pre‑meeting planning and test processes, as well as update process to account for lessons learned and continual improvement based on proven best practices.
• For all events, confirm:
  • Testing has been completed and all is ready for the event.
  • All technology settings are in place based on meeting requirements.
  • The speakers and all parties of the event are trained and comfortable with the technology.
  • Support (including in‑room support or Zoom White Glove support) is in place and all parties are ready to actively support the event.
  • Be in constant contact with Team Leader or requestor, Zoom and the event support teams during the testing and the day of the event.
  • Manage the experience of the event through technical bridges (i.e., Tech Bridge) as well as viewing through Zoom.
  • Make recommendations to clear any technical issues (i.e., audio, video, etc.) during the event, document all issues as part of the meeting debrief to drive continued improvement.

Bachelor's degree

• 3+ Years of relevant experience.
• Zoom experience is a plus but not required; training will be provided.
• AV/Video conferencing experience is a plus.

• Customer focus – Able to work with customers.
• Positive attitude.
• Good oral communication skills.
• Some level of English to work with global teams is a plus but not required.
• Collaboration with and within the Events Management Team.
• Able to work as part of a team.
• Experience with the Zoom platform or a similar platform.

• AV/Video experience.
• Ability to work well with customers, cross‑functional team, clients, and all staff.
• Strong communication skills.
• Ability to work well under pressure.
• Flexible schedule and ability to work onsite, including Cambridge as needed.