IT Support Engineer

Description

Site Reliability Operations (SRO) is NVIDIA IT's global enterprise support organization, serving as the first point of contact for enterprise IT services while engineering streamlined, scalable solutions that improve the employee experience. Rather than simply resolving tickets, SRO drives operational excellence by consolidating support functions, automating repetitive work, and returning engineering capacity while improving operational reliability across our global 24x5 support model spanning the Americas, EMEA, APAC, India, and Israel. This role uniquely combines enterprise site support with ownership of video conferencing and collaboration technologies, requiring expertise across both disciplines to deliver a seamless workplace technology experience. Working closely with Site Reliability Engineering (SRE), Unified Communications Engineering (UCE), Facilities, and other global IT teams, you'll help ensure NVIDIA employees and executives have reliable technology and exceptional collaboration experiences every day.

What You'll Be Doing

This role is responsible for delivering both enterprise site support and video conferencing operations. The work spans hands-on technical support, collaboration technology ownership, and continuous operational improvement, partnering with global engineering teams to enhance service reliability, automate repetitive work, and deliver an exceptional employee experience.

Serve as the primary on-site IT point of contact for Site Reliability Operations (SRO), providing break/fix support, new hire onboarding, hardware provisioning, and desk-side support.

Resolve hardware, software, access, and peripheral incidents and service requests while meeting established service level objectives and operational response targets.

Triage, investigate, and resolve complex technical issues, partnering with Site Reliability Engineering (SRE) teams to perform root cause analysis and address operational challenges impacting service efficiency.

Identify recurring incident trends and implement automation, self-service capabilities, and process improvements that reduce support volume and improve the employee experience.

Maintain operational readiness of local IT infrastructure, including network equipment rooms (NER/IDF), IT vending machines (ITVM), local lab environments, and other site technology assets.

Support office build-outs, site expansions, lifecycle management (LCM) initiatives, and participate in after-hours and weekend support for critical incidents as required.

Lead the operational health of enterprise video conferencing and audiovisual (AV) systems across assigned sites, including Cisco and Poly collaboration endpoints.

Install, configure, maintain, and troubleshoot collaboration hardware including codecs, touch panels, cameras, microphones, speakers, amplifiers, digital signal processors (DSPs), displays, and AV control processors.

Ensure conference rooms meet NVIDIA collaboration standards by validating audio and video quality, verifying cabling and signal integrity, and proactively maintaining room readiness.

Provide real-time AV and video conferencing support for executive meetings, live events, all-hands meetings, and other high-visibility presentations.

Partner with Unified Communications Engineering (UCE) on firmware upgrades, platform migrations, and new room deployments.

Maintain accurate collaboration asset inventory and lifecycle information in Nautobot, including device status, serial numbers, firmware versions, and lifecycle data.

Troubleshoot interoperability across Microsoft Teams, Zoom, Webex, Pexip CVI, SIP, and H.323 platforms to deliver seamless cross-platform meeting experiences.

What We Need to See

We're looking for a customer-focused IT professional with experience across enterprise endpoint support and collaboration technologies. The ideal candidate is comfortable working independently at a site while partnering with globally distributed engineering teams to solve complex technical challenges and continuously improve operational excellence.

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent experience.

3–5 years of experience in IT operations, site support, enterprise endpoint support, audiovisual technologies, or a related technical support role.

Hands-on experience supporting enterprise video conferencing platforms, including Microsoft Teams Rooms, Zoom Rooms, and/or Cisco Webex Room systems.

Familiarity with AV signal flow, including HDMI, USB, network-based audio/video, DSP configuration, and display technologies.

Strong troubleshooting and engineering skills across Windows, macOS, and Linux environments.

Experience working with enterprise IT service management (ITSM) platforms, preferably ServiceNow.

Ability to work independently while collaborating effectively with globally distributed teams.

Excellent communication and interpersonal skills, including experience supporting executives, managing vendor relationships, and documenting technical procedures.

Ways to Stand Out from the Crowd

Experience with enterprise AV monitoring and management platforms such as Vyopta, Crestron XiO Cloud, or Q-SYS.

Understanding of networking fundamentals, including VLANs, Power over Ethernet (PoE), and Quality of Service (QoS) for real-time media.

CTS (Certified Technology Specialist) or other relevant AV or collaboration certifications.

Experience using Python, PowerShell, or Bash to automate operational workflows and improve operational efficiency.

Experience supporting large-scale live events or broadcast-quality AV environments.

Experience working within Site Reliability Engineering (SRE) or Site Reliability Operations (SRO) organizations with exposure to shift-left methodologies, self-service, and automation practices.