Service Readiness Engineer
AVI-SPL
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $55,000 - $75,000 per year
Job Level
Mid-LevelSenior
About the role
- Main point of contact for assigned projects, representing operational teams during onboarding
- Scope includes new services, new customers and decommission of existing services/customers
- Validation of design proposals and working with customer representatives to understand Business Requirements
- Process design and Continual Service Improvement; contribute to global, scalable processes and procedures
- Identify training and resource requirements and deliver “train the trainer” sessions to operations
- Develop test and certification plans for new services and customers; document process flows and work instructions
- Provide early life support and act as subject matter expert for new customers and services
- Work closely with Project Managers, Development team, INOC and operational teams to ensure service success
- Setup new sites and endpoints on Symphony and SalesForce prior to certification; decommission retired sites and employee accounts
- Attend department meetings and trainings; act as mentor and escalation point for Service Readiness Coordinators
Requirements
- Strong experience in Cisco WebEx/Control Hub, Microsoft Teams Pro, Crestron XiO
- Excellent communication and interpersonal skills, both verbal and written
- Self-starter capable of working independently and meeting deadlines
- Ability to balance multiple tasks with changing priorities
- Excellent structured problem-solving skills
- Demonstrate time management skills with attention to detail
- Intermediate/Advanced level in Word, Excel and Visio
- High School Diploma or equivalent required
- Demonstrated knowledge of professional A/V and Video TeleConferencing systems required
- Experience of Conference Production, Helpdesk Support as well as VNOC Symphony and Salesforce a plus
- Experience operating in a multi-state and/or complex matrix business environment
- Preferred training: Cisco Endpoints and Infrastructure (IX, MX series, TMS, VCS, CUCM, etc.)
- Preferred training: Polycom Endpoints and Infrastructure (HDX, Group Series, OTX, CMA/DMA, etc.)
- Preferred training: Bridging Infrastructure (Codian, RMX, Acano, Pexip, etc.)
- Preferred training: AV Fundamentals (CTS, DSP’s, Crestron, AMX, etc.)