Audiovisual Operations Analyst

Who We Are

At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses.  We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.

The Role

Your role

The VNOC Operator is the first operational line of the remote AV service and is responsible for continuously monitoring the meeting-room estate, responding to alerts and incidents, carrying out structured initial diagnosis and performing approved remote remediation.

The Operator owns the operational progression of incidents. The role does not require deep engineering expertise across every AV technology. Instead, the Operator is expected to understand meeting-room technology sufficiently to interpret alerts, identify the likely area of failure, execute documented diagnostic and remediation procedures, validate recovery and escalate effectively when the issue exceeds defined support boundaries.

The role is designed to be repeatable and scalable within a 24x7 operations environment.

What you will do

Monitor AV and Microsoft Teams Room infrastructure using Utelogy U-Manage/U-Managed and other authorised monitoring platforms. Respond to device-health alerts, offline events, service degradation and user-reported AV incidents. Qualify monitoring alerts to distinguish genuine incidents from transient events, duplicate alerts, maintenance activity or known conditions. Create, categorise, prioritise and maintain accurate incident records within the ITSM platform. Perform initial diagnosis using approved troubleshooting procedures, monitoring data, device status information, logs and remote-management tools. Establish the likely fault domain, for example: (MTR compute, controller/touch panel, camera microphone/audio, display network connectivity, AV peripheral, room-control system).

Carry out approved remote remediation including activities such as device restart, service restart, connection re-establishment and other documented recovery actions. Validate service recovery following remediation rather than closing incidents solely because an alert has cleared. Manage incidents in accordance with agreed priority, SLA and escalation requirements. Recognize incidents requiring SME, onsite engineer, Microsoft/M365, network or other resolver-group intervention. Escalate incidents with sufficient diagnostic information to enable the receiving team to act without unnecessarily repeating first-line investigation. Maintain ownership and visibility of incidents until resolution or formal transfer of ownership in accordance with the service operating model. Communicate incident status clearly to resolver groups, service-management teams and other stakeholders. Follow and provide feedback on knowledge articles, troubleshooting procedures and operational runbooks. Identify repeated alert patterns or recurring incidents and flag these for SME/problem-management review.

Your Future at Kyndryl
Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you won’t find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.

Who You Are

You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.

Required Technical and Professional Expertise:

• 5+ Years of experience in Audiovisual Operations and Strong Microsoft Teams Rooms (MTR) and AV Support Knowledge Demonstrated understanding of Microsoft Teams Rooms environments, including room compute devices, cameras, microphones, displays, speakers, touch panels, and other common AV technologies.
• AV Troubleshooting and Fault Isolation Skills Ability to understand AV signal flow and perform structured fault-finding to quickly determine whether issues relate to audio, video, control systems, compute devices, or network connectivity.
• Monitoring and Remote Operations Experience: Experience working with monitoring and NOC platforms, including remote management and support tools. Knowledge of Utelogy is advantageous but not essential.
• IT Service Management and Incident Handling, Experience using ITSM platforms such as ServiceNow, with a solid understanding of incident categorization, prioritization, SLA management, escalation processes, and execution of technical runbooks.
• Networking and Infrastructure Fundamentals, Basic understanding of IP networking concepts, including IP addressing, DNS, DHCP, connectivity testing, ping diagnostics, and interpretation of network status and device health indicators. and Device Management and Technical Analysis, Ability to collect, analyze, and interpret logs, alerts, telemetry, and device health information, together with a working knowledge of Windows-based meeting room and collaboration devices. and Relevant Support and Operations Background, Suitable experience may include AV Support Analyst, AV Service Desk, UC/Collaboration Support, Microsoft Teams Support, NOC Analyst, Technical Service Desk with meeting-room support responsibilities, or a Junior AV Engineer transitioning into remote operations.

Preferred Technical and Professional Experience

• Experience with one or more of: Utelogy/Microsoft Teams Rooms Pro Management/Logitech Sync/Logitech Rally/Rally Bar/Tap products/Lenovo Teams Room solutions/Q-SYS/Crestron/Shure conferencing products/AV-over-IP/Dante/HDMI/HDBaseT/Enterprise monitoring or NOC environments.
• The Operator does not need deep engineering knowledge of Crestron programming, Q-SYS DSP design, Dante network design, complex AV-over-IP architecture or every manufacturer in the estate.

Being You

The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way.

What You Can Expect

Your career with us isn’t just a job—it’s an adventure with purpose.  We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best.

From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth.

We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success.

We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next.

Get Referred!

If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.