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Video Conference Technician

2 months ago

Austin, United States ACL Digital Full time

Title: Video Conference Technician

Location: Austin, TX (100% Onsite)

Role Overview

The Video Conference Technician role is a position within the Video Conference Operations team, VC Ops, which focuses on delivering world-class video conference support and troubleshooting, meeting support to executive level business partners both on-site and remote. The technician actively monitors the system health and actively troubleshoots the platform and the technology ecosystem.


Primary responsibilities include providing in-person and remote video conference services, technical support and professional customer service.


The person in this position is required to work on-site in a team environment, Monday through Friday, from 8am-4:30pm, under limited supervision and reports to the Global Video Conference Operations Manager. This role is located in Austin, TX.


  • Will this candidate interface with IT and business teams? If so, which internal/external groups? CV Ops Tech
  • Meeting support daily 3- mins to 1hr
  • Growing site In Austin so working with deployment team to help with this busy site
  • Inbox work- working on tickets and emails (catching up on tickets if no meetings are set in the morning)
  • Monitoring dashboards
  • Checking in with EMEA- will have cross over with this team
  • Will need to physically troubleshoot in Zoom meeting, etc.
  • 3-8 meeting supports a week give or take


Essential Job Duties and Responsibilities

  • Physically and remotely troubleshoot video conference rooms and the deployed technology inside the buildout.
  • Provide on-site and remote video conference support for internal and external client audiences.
  • Actively monitor dashboards and monitoring systems for ecosystem.
  • Manage the team inbox and calendar along with the global team.
  • Manage the ticketing system and enter information into the event calendar.
  • Use critical thinking skills to diagnose, resolve and communicate difficult technical issues.
  • Partner with employees across the company to accomplish tasks in a timely and responsible manner.


Requirements

  • 2-3 years of work experience in video conference technician roles.
  • Knowledge of enterprise video conferencing.
  • Experience with Zoom, Poly, Neat and Extron hardware and software.
  • Experience of Samsung and NEC commercial grade equipment a plus.
  • Basic experience with Microsoft Office Applications including Outlook, Word and Excel.
  • Excellent communication skills: verbal, written, and participating in working meetings
  • The ability to execute problem-framing, problem-solving and project management skills.
  • Must join and participate in weekly team meetings.
  • Willingness to be flexible and adapt to change in a global environment.
  • Ability to self-start and self-direct work.