Desktop Support Lead
eTeam Inc. | Houston | www.resume-library.com |
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, 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
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
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