{"id":1360454,"url":"https://alion.io/job/pearson-cloud-service-engineer-iii","title":"Cloud Service Engineer III","company":{"id":34029,"name":"Pearson","domain":"pearson.com","url":"https://alion.io/company/pearson","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":80,"open_postings":18,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-10-05T05:45:15Z"}},"role":"DevOps","role_family":"DevOps","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9500,"max_usd":24000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":16},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Copilot Studio","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false},{"name":"Zoom","optional":false}],"status":"live","first_seen_at":"2026-02-27T10:36:33Z","employer_posted_date":"2026-02-27","last_verified_at":"2026-10-06T00:19:18Z","board_verified":true,"closed_at":null,"days_open":220,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":219},"description":"Job Title: Cloud Service Engineer III Role Overview\nWe 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.\nThe 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.\nKey Responsibilities\nDeploy, commission, maintain and troubleshoot Microsoft Teams Rooms and associated AV systems, from standard rooms through to complex boardrooms, presentation spaces and executive environments.\n\nDiagnose issues across Microsoft services, accounts and licensing, Windows/MTR compute, networking, USB, cameras, microphones, DSPs, amplifiers, loudspeakers, displays, video transport and room control.\n\nMonitor service health and room performance using Microsoft Teams Admin Centre, Teams Rooms Pro Management Portal, Call Quality Dashboard and relevant vendor management tools.\n\nProvide hands-on support for high-visibility meetings, presentations, Town Halls, webinars and online events, including rapid service restoration and practical contingency planning.\n\nOwn 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.\n\nLead or contribute to meeting-room builds, upgrades, technology refreshes and global deployments with internal teams, local technicians, integrators and vendors.\n\nUse ServiceNow and Jira to manage incidents, requests, problems, changes and project activities in line with operational processes.\n\nCreate and maintain accurate designs, runbooks, system diagrams, procedures, asset information and knowledge articles.\n\nSupport digital signage and connected collaboration devices, including platforms such as ScreenCloud.\n\nProvide clear technical guidance and knowledge transfer to users, regional support teams and other engineers.\n\nRole Scope & Technical Ownership\nThis 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:\nMicrosoft Teams Rooms, shared-space devices and associated professional AV systems.\n\nProfessional AV design principles, audio and video signal flow, DSP configuration, room control and integration with Microsoft Teams and Zoom.\n\nOnline event management, webinars, Town Halls and business-critical presentation support.\n\nMicrosoft Teams Phone, including Direct Routing, telecom integration, number management, voice routing and policy configuration.\n\nMonitoring, fault isolation and service improvement using Teams analytics, CQD, room-management data and vendor tools.\n\nNetworking, telephony, identity, endpoint and licensing dependencies underpinning collaboration services.\n\nTechnical leadership during complex incidents, including deciding when to repair, work around, move a meeting, escalate or engage a specialist.\n\nGlobal service delivery, Incident, Change and Problem Management, root-cause analysis and preventative actions.\n\nAutomation using Microsoft Copilot Studio, Power Platform and workflow tools to improve support processes and user experience.\n\nMentoring less-experienced technicians and sharing practical knowledge where required.\n\nSkills & Experience\nMicrosoft Teams Rooms, Zoom & Professional AV\nHands-on professional experience deploying, commissioning, maintaining and troubleshooting physical Microsoft Teams Rooms. Logitech room-system experience is strongly preferred.\n\nExperience supporting complex meeting rooms, boardrooms, presentation spaces and large-scale online events, not only basic all-in-one rooms.\n\nExperience supporting Zoom meetings or Zoom-enabled collaboration environments alongside Microsoft Teams.\n\nPractical knowledge of cameras, microphones, loudspeakers, displays, controllers, compute systems, USB signal paths, cabling and physical infrastructure.\n\nUnderstanding of audio signal flow, gain structure, acoustic echo cancellation, mixing and digital signal processing.\n\nExperience with one or more AV ecosystems such as Biamp Tesira, Q-SYS, Crestron or Shure IntelliMix.\n\nExperience with installed and wireless microphones. Shure wireless, Microflex Wireless or similar conferencing experience is desirable.\n\nUnderstanding of video switching, routing, distribution and scaling, including HDMI interoperability, EDID, HDCP, resolutions and refresh rates.\n\nAbility to read AV system drawings and trace signal paths through interconnected devices.\n\nMicrosoft Collaboration & Voice\nDemonstrable experience supporting Microsoft Teams, Microsoft 365 and enterprise unified communications services.\n\nPractical experience administering Microsoft Teams Phone, including Direct Routing, PSTN services, number assignment, voice routing, policies, call queues and auto attendants.\n\nWorking knowledge of identity, resource accounts, licensing and service dependencies relevant to Teams Phone and Teams Rooms.\n\nExperience using Teams Admin Centre, Teams Rooms Pro Management Portal and Call Quality Dashboard.\n\nAV Networking & Troubleshooting\nWorking understanding of IP addressing, VLANs, QoS, PoE and relevant multicast concepts.\n\nBasic knowledge of Dante networked audio, HDBaseT and professional AV transport technologies is desirable.\n\nAbility to distinguish between faults in AV hardware, networking, Windows/MTR compute, cloud services, accounts, licensing, USB or peripherals.\n\nStrong systematic troubleshooting skills, with the ability to restore service first and complete root-cause analysis afterwards.\n\nExperience managing incidents through ServiceNow or a comparable IT service management platform.\n\nCommunication & Customer Support\nAbility to explain technical issues clearly, adapt detail to the audience and provide concise, actionable updates.\n\nComfortable working under time pressure while maintaining sound judgement and a calm, customer-focused approach.\n\nProfessional written and spoken English suitable for global engineering, support and business teams.\n\nPersonal Attributes\nAccountable and able to own technical issues from initial diagnosis through restoration, escalation and closure.\n\nCalm, methodical and decisive during live incidents and mission-critical meetings or events.\n\nConfident supporting Microsoft Teams and Zoom meetings, with a practical, service-focused approach to online event management.\n\nCurious and committed to keeping knowledge current across collaboration, AV, video, networking and workplace technologies.\n\nConfident making recommendations while comfortable acknowledging knowledge gaps and engaging specialists.\n\nCollaborative and non-territorial, with a willingness to help outside an immediate speciality when capable.\n\nA clear communicator who listens carefully before proposing solutions.\n\nOrganised, reliable and detail-oriented, with a commitment to documentation, standards and knowledge transfer.\n\nRespectful and constructively challenging, able to question assumptions without undermining colleagues or customers.\n\nComfortable working independently on site while remaining connected to a geographically distributed global team.\n\nFocused on service reliability, user experience and practical outcomes.\n\nDesired Overall Candidate Profile\nThe 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.\nThey 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.\nHands-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.\nDesirable Qualifications & Vendor Experience\nRelevant Microsoft Teams, Microsoft 365, networking, telephony or AV certifications.\n\nVendor training or certification from organisations such as Logitech, Biamp, Q-SYS, Crestron, Shure, Zoom or Dante/Audinate.\n\nExperience in a large enterprise with a globally distributed meeting-room, video, voice or collaboration estate.\n\nExperience working with AV integrators, telecom providers, managed service partners and equipment manufacturers.","description_format":"text","description_chars":9257,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-27T23:45:59Z"}],"visa":[],"liveness":{"score":4,"band":"cold","label":"Long shot","p_open":1,"p_active":0.155,"p_room":0.28,"age_days":219,"expected_fill_days":21,"reasons":["conf:0","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-05T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/pearson-cloud-service-engineer-iii","json_url":"https://alion.io/job/pearson-cloud-service-engineer-iii.json","meta":{"generated_at":"2026-10-06T01:17:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1748,"day_limit":5000,"remaining_today":3252,"minute_limit":60,"resets_at":"2026-10-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":34029},"rest":"https://alion.io/mcp/rest/get_company?id=34029"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpearson-cloud-service-engineer-iii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpearson-cloud-service-engineer-iii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpearson-cloud-service-engineer-iii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pearson-cloud-service-engineer-iii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpearson-cloud-service-engineer-iii"}]}