Desktop Support Lead - eTeam Inc.
Houston, TX 77001
About the Job
Job Description
PRIMARY RESPONSIBILITIES:
REQUIREMENTS :
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, ClientU, 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 media 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, ClientUs, 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
Source : eTeam Inc.