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VTC Support Engineer

2 months ago

Honolulu, United States Bridges System Integration Full time
Job DescriptionJob Description

Bridges SI is looking for an experienced Audio Video Service Professional to Support our Customer’s Video Conference Systems in the state of Hawaii. This position reports directly to the Service Department Manager at Bridges.

In this role, you will perform services to maintain the functionality of existing Video Conference Systems, including preventative maintenance, configuration updates and patches, helpdesk, and technical support for end users of the Video Conference systems. You will be the primary in-person support for end users at this assigned location.

You will be a great fit if you are a strong multi-tasker who can walk in the shoes of our clients and identify their technology pain points. The whole of the organization works to resolve client hurdles in creative and impactful ways. As a member of the Bridges SI Service Team, you are expected to provide initiative, vision, and teamwork.

Requirements

Responsibilities:

Day to day support will include the following:

  • Operate, administer, and maintain VTC hardware including supporting components.
  • Perform daily and weekly maintenance inspections for VTC system and periodically verify the connectivity of gatekeepers located outside of Hickam. If found to be offline contact the network management team at the appropriate location.
  • Provide Quarterly Security Technical Information Guide report.
  • Assist in ensuring that the video conference systems are configured in accordance with applicable patches and other cybersecurity requirements.
  • Conduct VTC Storage Management/Backups.
  • Conduct upgrades and configuration changes.
  • Act as the resident Subject Matter Expert (SME) and provide technical guidance in person as well as provide remote support to other sites.
  • Ensure hardware and software is up to date and configured in accordance with DISA STIGs. If shortfalls are identified, recommend mitigation strategies for each finding.
  • Submit, on a quarterly basis, reports and mitigation strategy recommendations
  • Provide required Certification and Accreditation (C&A) documents for the system
  • Coordinate and obtain approval prior to making changes to the operating system or database files
  • Develop maintenance plans and instructions to include maintenance checklists and troubleshooting and reboot procedures
  • Develop and implement analysis techniques to determine risk and mitigations associated to availability and security
  • Provide operations, administration, and maintenance training after each major upgrade or new capabilities to personnel
  • Perform all configuration management tasks during training
  • Ensure that trainee will be capable of performing all related maintenance functions
  • Ensure inventories, reports, server configurations, and system reference materials are documented
  • Enter all configuration and maintenance changes in the Monthly Status Report Template
  • Lead end-to-end VTC troubleshooting for assigned the primary site and other supported sites. Troubleshooting will take place via telecommunication methods or in person depending on which is best suited to restoring full system functionality. Troubleshooting will focus on the VTC backbone level-up to the CODEC. The owner/user is responsible for interface-level devices, e.g., control equipment, input/output equipment, microphones, cameras, etc.

Requirements:

  • High School Diploma is required, College Degree not required but preferred
  • Avixa Certified Technology Specialist (CTS)
  • CCNA, and/or equivalent certification
  • Extron certifications
  • At least five (5) years of cumulative experience as an AV/VTC technician and/or engineer
  • Must be willing to work in Hawaii for the required Contract duration
  • Travel to various job sites required if and as needed
  • Must hold an active clearance
  • Must be willing to complete background checks
  • Self-motivated and target-driven
  • Provides polite and customer friendly service support to client and team
  • Generally proficient with common office productivity applications, such as the Microsoft Office
  • Able to work independently and as a team member

Physical Requirements:

Be comfortable with A/V technologies and digital recording, have a professional appearance, and experience dealing face-to-face with clients. You must adapt to unexpected circumstances and operate on a changing schedule, sometimes working after hours. You must have a reliable mode of transportation and the ability to lift up to 50 lbs. While performing the duties of this job, the employee is regularly required to stand, walk, use hands to grasp, handle, or feel; reach with hands and arms; and talk or hear.

Bridges System Integration, LLC is an Equal Opportunity/Affirmative Action/Disability/Vets Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sexual orientation, gender, gender identity, national origin, disability, or protected Veteran status.

We're different –

Bridge

Bridges SI provides a small-business family environment that is recognized as being a creative problem-solving technology advocate. We develop unique design-build solutions that challenge industry standards. We are obsessed with quality, innovation, and customer loyalty. While we have the stability of an organization that has celebrated many years in the industry, we are as agile and curious as our first day. Our incredibly talented multi-discipline team includes in-house expertise for every facet of collaboration. At Bridges SI, you can directly impact a government agency or large Enterprise's performance with innovative solutions that expand from traditional audiovisual offerings.

Benefits

  • Unlimited Paid Time Off (PTO) including Holidays
  • Medical/Dental/Vision Insurance
  • 401k Plan
  • Short Term Disability
  • Long Term Disability
  • Life Insurance
  • Service and Recognition Rewards
  • Family-friendly Company Events
  • Work-life balance advocation
  • Referral Program