AV Technician

Responsible for supporting the customer’s Poly and Zoom video conferencing environment. This includes providing Level 1 onsite technical support for video and audio conferencing issues, scheduling and managing high-level events, tracking and resolving incidents, providing MACD support (including installing and configuring video conferencing equipment), guiding customers in the use of video conferencing equipment and software, and maintaining support and process documentation. The Resident Technician will be based at the customer campus for support of video and audio operations during business hours and/or after hours for critical situations or maintenance activities. This is a customer-facing position, and the successful candidate will have outstanding customer service skills.

Job Description
• Provide Level 1 technical support to customer end users.
• Support customer end users with user training for self-scheduling conferences.
• Assist customers in scheduling and launching video conference calls.
• Open incident tickets for incidents and maintain the customer incident management and CMDB systems.
• Provide onsite support for video onsite Move, Add, Change, Delete (MACD) requests. This includes installing and removing video equipment as requested.
• Report and provide updates on problems with standard Poly video conferencing products to the Poly Cloud and Managed Services team.
• Provide technical support in the resolution of non-Poly related issues including, but not limited to, 3rd party appliances and peripherals.
• Update and maintain customer video environment-documentation and process documentation.
• Perform any required testing and recovery from any Network breach related to virus attacks or any other fraudulent activities that affect managed video services on Poly equipment.
• Validate end-to-end service functionality upon completion of installation activities.
• De-install and dispose of displaced hardware/assets as required, following customer asset disposal policies.

Top Skills Details

1. Experience with Polycom Endpoints (X-series is ideal, but if they\'ve worked with the group series that should work. Must have experience with the Video Codecs)
2. Experience supporting Zoom video conferences.
3. Strong customer service skills. They will be supporting executives, and need to be able to handle themselves in high pressure situations with higher ups.