Unified Communications Technical Expert

3 weeks ago

Houston, Texas, United States UnifiedCommunications Full time
Job Summary

We are seeking a highly skilled and customer-focused Audio/Video Support Specialist to join our Unified Communications team. As a key member of our support team, you will be responsible for providing technical assistance and solutions to customers utilizing our AV and Unified Communications products.

Key ResponsibilitiesCustomer Support
  • Serve as the primary contact for customer technical issues, providing prompt and professional responses to ensure customer satisfaction.
  • Troubleshoot and resolve hardware and software issues for AV systems, video conferencing tools, and related equipment.
Technical Troubleshooting
  • Diagnose and troubleshoot issues related to AV systems, structured cabling, audio/video conferencing, digital signage, and wireless networks.
  • Escalate complex issues to higher-level support teams or OEMs as needed.
  • Maintain documentation of technical support cases, including resolutions and follow-up actions.
System Setup and Configuration
  • Assist clients in setting up and configuring AV systems, including cameras, microphones, displays, and control systems.
  • Guide customers through product features and best practices for utilizing AV equipment.
  • Ensure that all client systems are properly configured and tested prior to live use.
Customer Training and Knowledge Sharing
  • Provide remote training to customers on AV system use and troubleshooting.
  • Develop and maintain knowledge base articles to assist customers with common technical issues.
  • Share knowledge and updates on the latest technology trends and best practices with clients.
Collaboration and Escalation
  • Work closely with the AV Lead Installer and other team members to resolve complex technical problems.
  • Collaborate with the installation teams and other cross-functional teams to identify, troubleshoot, and resolve product issues and ensure seamless customer service.
  • Escalate critical issues and system-wide problems to management and collaborate on resolutions.
Requirements
  • Experience in IT or AV technology support, with knowledge of video conferencing systems such as Microsoft Teams Rooms and Zoom Rooms.
  • Skilled in technical troubleshooting of audio/video conferencing systems. Experienced in remotely configuring and maintaining AV equipment across various AV spaces, ensuring optimal performance and functionality.
  • Ability to convey technical information effectively to both technical and non-technical audiences.
  • A team player with strong organizational and multitasking abilities.
  • Strong time management, organizational, communication, and interpersonal skills.
  • A customer-focused mindset committed to delivering high-quality solutions and consistently exceeding customer expectations.
  • Excellent problem-solving skills with the ability to think creatively to resolve technical issues.
  • Technical certifications or training relevant to the role, including experience with Audio-Visual equipment and collaboration technology platforms like MS Teams and Zoom.
  • Extensive expertise in SBC, telephony setup, and configuration. Experience with supported technology brands, such as HP/Poly, Logitech, Yealink, Crestron, Lenovo, QSC, Biamp, and Shure.
  • Proficient in troubleshooting with expertise in log analysis, PowerShell.
  • Familiarity with ticketing and tracking systems.
Desired Experience
  • Experience in AV integration on the integrator and/or corporate side, with an emphasis on physical installation.
  • Knowledge of control systems, audio solutions, digital signage, and system integration.
  • Certifications include Microsoft (MS-100/101 or 102, MS-700/720/740), Basic IP networking and security, with a strong understanding and troubleshooting ability for MS Teams or Zoom phone clients, MS Teams/Zoom Rooms, Teams/Zoom phones and related OEM technologies.
  • Experience in operating and supporting live events in corporate, hospitality, or major event venues.
  • Perform regular inspections and health checks in conference rooms to ensure the proper functionality and upkeep of AV and network equipment.
  • Certification - CTS, CTS-I or CTS-D equivalent

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