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About the role
Key responsibilities & impact- Support the end-to-end aspects of services under their remit including but not limited to service engineering, L3 Conference room endpoint and infrastructure support, Escalation management, Vendor management and service roadmaps and standards.
- Incident Resolution and Escalation Management
- Communication and alignment with other teams internal and external to IT Services - VMS
- Conflict resolution
- Performance management – service / KPI
- Knowledge transfer to the other team members
- Knowledge of Telepresence
Requirements
What you’ll need- More than 4 years of experience in Video conferencing and collaborations technology support in large complex network environments
- Possesses a solid background in Video conferencing and Video Collaboration infrastructure devices with an understanding of the deployment and support of different type of Video conferencing and collaboration of different standards in the area of Video and Voice under umbrella protocols.
- Knowledge of specific applications, devices and systems including but not limited to: Microsoft Teams Rooms, Microsoft Surface Hub, Condeco Microsoft Teams Panel, Teams Phone, Meeting room Peripherals, TANDBERG CISCO and Poly Video conferencing endpoints, Poly DMA, Clarity Manager, Knowledge on ISDN Gateway, Real connect Service.
- Very good understanding in umbrella protocols (H323 & H320) & SIP.
- Very good knowledge in Voice, Video and Signalling standards & protocols.
- Possesses an advanced knowledge of the Service Now system to record incidents and remediation as well as appropriately use the tool’s features and functions.
- Work experience on Microsoft Teams rooms
- Work experience on Microsoft Surface Hub
- Possesses fundamental knowledge of ITIL to recognize appropriate aspects in the Incident, Problem, Change and Availability processes as it related to Data Network activities and workflows.
- Maintains solid interpersonal skills to engage in cross business discussions within a matrixed, geographically dispersed organization and to build a solid network of peers and others of influence.
- Uses these relationships to partner with colleagues based on technical expertise and challenge insightfully to improve connectivity and propose credible options in solutions.
- Maintains solid communication skills to adapt communication style to the style of others, developing rapport and staying calm under pressure and to build and maintain strong relationships across the levels of a matrixed, geographically dispersed organization using advanced oral and written English communication skills.
- Manifests an analytical and problem solving ability appropriate to the role to escalate and negotiate assigned issues in IT technical investigations, to handle multiple and shifting priorities in a timely fashion across a broad spectrum of operating environments and to drive solutions that are both financially sound and operationally feasible.
Benefits
Comp & perks- Health insurance
- 401(k) matching
- Flexible working hours
- Paid time off
- Professional development opportunities
ATS Keywords
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Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Video Conferencing InfrastructureH323 ProtocolSIP ProtocolVoice StandardsVideo StandardsMicrosoft Surface HubPoly Video Conferencing EndpointsTANDBERG CISCOClarity ManagerISDN Gateway
Soft Skills
Interpersonal SkillsCommunication SkillsAnalytical SkillsProblem SolvingRelationship Building