These job descriptions are examples. Looking for work?

Find JobsFind Jobs

Video Conference Support Engineer

0 people like this description

A top media and entertainment company's is looking to engage a dedicated an on-site resource to provide Telepresence and Video Conferencing support for their New York office. The on-site Video Conferencing Engineer will be responsible for providing a world class customer experience with every conferencing transaction. This position encompasses the end-to-end management of multimedia conferences (video, audio, web, streaming, etc.) from data entry to technical support. This position will be resident on-site at client’s New York office and is responsible for the facilitation and execution of all client video conferencing requests. Additionally, the candidate may provide very basic Avaya Communication Manager move, add, and change support.

This person is a highly motivated and energetic individual who is able to think on his/her feet and is comfortable working outside of his/her personal scope of knowledge. This individual must have the ability to react quickly and positively to changes while exercising sound judgment. We work extensively with our internal customers and with vendors to ensure the delivery of high-quality, reliable, and stable systems. This individual will work extensively with executive assistants and their executives to provide a highly visible “white glove” video conferencing experience. This individual will work with Service Desk Request and Incident Management which requires timely and accurate resolution of issues. Work is team based, and highly interactive. Candidates must be able to work flexible schedules as issues sometimes occur outside of our normal business hours. This individual acts independently under general direction, researches and fact finds to support Video Services where deployed in the Enterprise.

Responsibilities
• Interact in person, by phone, and/or e-mail directly with client end-users of varying levels, in particular, high level executives.
• Provide excellent customer support to executives and executive assistants.
• Execute all aspects of VTC including call set up, end user training, troubleshooting, and follow through on escalation of trouble incidents occurring during call.
• Lead or assist, as required, with the support (hands-on if necessary) of special events, high profile senior executive meetings, town halls requiring VTC, as directed by the Client.
• Manage, maintain and troubleshoot AV equipment/systems in integrated conference rooms including but not limited to control systems (e.g., Crestron).
• Troubleshoot, assess, and coordinate equipment and systems repair.
• Create, update, and resolve trouble tickets as assigned as well as monitoring queue.
• Interface with technology vendors for equipment servicing, training, etc. whether warranty or routine maintenance.
• Maintain usage statistics, issue and repair logs, or other collection/reporting systems.
• Analyze trends and root cause analysis of trouble tickets to assist in improvement of conference room performance.
• Assess business impact of serious/complex outages/problems and make recommendations collaborating with engineers and project managers.
• Provide training and client support to end users in the operations of VTC systems.
• Maintain conference room integrity in compliance with SOPs; perform regular preventive maintenance checks.
• Coordinate VTC activities with other Client groups as required (e.g., facilities, IT, etc.).
• Assist with bringing new rooms on line and interfacing with client personnel to implement scheduling and reporting procedures (overseeing room-readiness acceptance testing).
• Install small or portable videoconference and non-integrated AV hardware.
• Create and modify user documentation and standard operating procedures (SOPs) as required.
• Provide technical consultation, support, and act as lead contact for all VC operations and maintenance.
• Understand and facilitate the adherence to Client’s SOPs.
• Recommend measures to improve performance and increase efficiency.
• Performs basic Avaya voice moves, adds, and changes both hardware and software for analog and IP stations, including Modular Messaging voicemail subscriber administration
• Manages Service Desk Tickets in support of all Video and Avaya MAC and maintenance work

Qualifications
• Must have excellent customer service skills.
• Proficient in Microsoft Excel, Word, PowerPoint, and Visio.
• Must be able to communicate both written and verbally in a clear and concise manner with the ability to condense and tailor the conversation for both technical and managerial review.
• 5+ years’ experience in video, audio, and integrated AV system support in large enterprise environments.
• 5 years’ experience in support of a variety of video conferencing systems from Polycom, Lifesize, Crestron, and Cisco Telepresence.
• Polycom, Cisco Telepresence, or Crestron certifications desired
• Excellent analytical and troubleshooting skills.
• Must be adept at working closely and in cooperation with teammates and other IT staff
• Ability to form strong working relationships across functional boundaries and to work thru difficult situations in an effective manner by negotiating with tact and persuasiveness.

These job descriptions are examples. Looking for work?

Find JobsFind Jobs