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