Video-Conferencing Client Support Analyst - service support

Zug  ‐ Vor Ort
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Schlagworte

Beschreibung

Our client require an English speaking AV and Telepresence Engineer for a role working with a major partner in Zug, Switzerland

Roles and Responsibilities:

  • Provide a high level of customer service to all customers
  • Provide AV support for executives and VIPs
  • Provide assistance to fulfil any multimedia technical needs as assigned, including all client collaboration tools
  • Provide consultation and education to all levels of end users on presentation technology equipment and practices
  • Coordinate and provide specialized and focused training sessions on the use of AV equipment & related technologies as directed by management
  • Conduct consultation and planning meetings as needed with clients, meeting, or event organizers to ensure correct technologies are being used, leading to successful meetings/events
  • Report and document conference service requests in the online Daily Meeting Report tool and provide results for inclusion in the metrics reports provided by the management team to the client
  • Provide pro-active preventative maintenance visits on all assigned conference rooms
  • Assist in the development of support policies and procedures
  • Provide setup, testing, operation, and tear down of portable audio visual (AV) and videoconference equipment; (eg video data projection systems, computers, audio- and videoconference equipment, microphones, video cameras, audio systems, and operation of integrated AV systems) in compliance with the set of prescribed SOPs
  • Assist the Service Desk in all aspects of videoconferences including call set up, end user training, troubleshooting, and follow through on escalation of trouble issues
  • Assist with AV operation inventory to ensure proper tracking of equipment assigned to each room
  • Assist in the development and maintenance of inventory tracking forms and processes
  • Ensure that inventory tracking and asset management documentation is adhered to
  • Troubleshoot AV and videoconferencing related technologies (various projectors, control systems, audio- and videoconferencing) to complete resolution when issues occur
  • Maintain conference room integrity in compliance with SOPs established by the operations management team.
  • Escalate housekeeping and technical issues outside of AV and conferencing technology and applications to appropriate department
  • Responsible for administration of tasks associated with team, such as time reporting, project fulfilment etc. as directed by management
  • Assist in the development of the Level 3 AV Technical Support Staff as directed by the management
  • Collate and report service escalations to Operations Management
  • Perform set up, operation, and tear down of complex live events, including multi-switched video feeds, video conferencing, audio conferencing, audio mixing, and any other technologies that may be introduced.
  • Responsible for knowledge of and adherence to all internal York Telecom policies and procedures
  • Other duties as assigned

Skills and Abilities

  • Excellent customer service skills
  • Excellent written and verbal communication skills
  • Excellent problem solving skills
  • Ability to work with others in a stressful and fast-paced environment
  • Ability to work independently a must. Must also be able to participate and work well in a team environment
  • Must be highly organized and able to communicate effectively

Education & Qualifications

  • 5+ years of experience in the A/V Videoconferencing field
  • Extensive knowledge of H.320 and H.323 videoconferencing standards
  • Advanced troubleshooting of AV Conferencing systems
  • Proficient in Microsoft Suite (Excel, Word, PowerPoint)
  • Extensive working experience with major videoconferencing equipment such as: Codecs from Polycom, Tandberg, and Cisco
  • Vortex/SoundStructure certification preferred
  • Polycom HDX Installation certification preferred
  • Polycom Certified Video Engineer preferred
  • Working knowledge of Digital Signage
  • CCNA Certification preferred
  • Solid understanding of H.323 Endpoints, Gateways, MCU's, and Gatekeepers
  • Extensive knowledge and hands on technical experience with projectors, displays, control systems, DSP's, and structured cabling
Start
keine Angabe
Von
aap3
Eingestellt
23.11.2012
Projekt-ID:
452134
Vertragsart
Freiberuflich
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