Desktop Support Lead : Houston TX : 77002 - Resource Logistics, Inc.

Title : Desktop Support Lead

Location : Houston TX

Rate : $25/hr. on W2 Max,

No of Openings : 1

Contract

Job Description

PRIMARY RESPONSIBILITIES:

• Responsible for maintaining the audio and video conferencing infrastructure of the client
• Responsible for Cisco/Polycom and MS Teams Collaboration Endpoints
• Manage and Maintain Cisco VCS-C, VCS-E, TMS, ISDN gateways, MCU, Conductor, Client for Audio/Video conferencing support
• Understand and support the integration of Cisco and MS Teams and handling reservation of conferencing rooms in Outlook
• Manage conferencing related devices including Crestron, Extron, AMX, Condeco etc.
• Manage Digital Signage and device and content management for the same.
• At times, would be required to support of client meetings and events including functionality and use of audio visual and presentation technologies via Skype Broadcast
• Overseeing the schedule of activities to ensure planning and support is provided as requested
• Act as AV support for local, and remote offsite meetings including occasional travel
• Perform preventative maintenance to resolve problem or identify resolution to appropriate vendor or manufacturer
• Troubleshoot AV/V problems last minute as required as well as non-critical situations
• Coordinates with Customer staff to determine AV/V and basic infrastructure requirements for any new conference room or , design
• Assist with company meetings/functions that require use of AV infrastructure (audio, video conferencing, webcasting, visual display or projection, and control system (Condeco, Crestron)) operations
• Interact with Help Desk ticketing system to respond to end user requests
• Gathering of data from support procedures, customer ticketing system, and other sources.
• Ensure all conferencing spaces are presentable for use
• Willing to take Initiatives and Automation for improving efficiency & productivity, able to work in a fast-paced environment with the ability to adapt to frequent changes and deliver the solution".
• Knowledge on ITIL & SAFe Agile framework like SLA management with detailed understanding on classification of (P1, P2, P3, P4) Incidents(tickets), Change management.

REQUIREMENTS:

• Bachelor s degree in related field or equivalent experience.
• A/V Implementation & support experience of at least 4-6 years.
• Experienced in Cisco WebEx Suite consisting of Meeting Center, Training Center and Event Center applications.
• understand of Cisco Unified Communication Manager (CUCM 9.x 12.x)
• Experience on Cisco WebEx, MS Teams, WebEx Hybrid Mesh, VCS-C, VCS-E, TMS, ISDN Gateways, MCUs, CMS, Conductor, MS-Teams -EV & Clients for Video conferencing is must.
• Videoconferencing experience including operation, call set-up and equipment troubleshooting (Cisco, Polycom, Microsoft Skype, MS-Teams Live etc.)
• Familiarity with signal flow/ call flow and streams
• AV Control experience including Crestron, Extron, AMX, Room Peripherals etc.
• Proficient with Cisco platform (Control Hub) and Microsoft Teams platform (Teams & O365 admin portals) management
• Knowledge of Teams Admin Portal functions and reporting, including telemetry data export and import to Power BI
• Excellent troubleshooting skills to resolve Level 3 Incidents with probable solutions
• Understanding of Cisco WebEx endpoints (OnPrem/Cloud Registrations)
• Knowledge of Microsoft Teams Endpoints
• Exposure on Microsoft Teams Rooms with enhanced collaboration (Surface Hubs/Content Cameras/collaboration displays)
• Hands on Experience on MS-Teams EV, Phone System & Teams Hybrid Telephony setups