Desktop Support Lead

3 weeks ago

Houston, United States eTeam Full time
Job Description
PRIMARY RESPONSIBILITIES:
  • Responsible for maintaining the audio and video conferencing infrastructure of the client
  • Responsible for Cisco/Polycom and MS Teams Collaboration Endpoints
  • Manage and Maintain Cisco VCS-C, VCS-E, TMS, ISDN gateways, ClientU, Conductor, Client for Audio/Video conferencing support
  • Understand and support the integration of Cisco and MS Teams and handling reservation of conferencing rooms in Outlook
  • Manage conferencing related devices including Crestron, Extron, AMX, Condeco etc.
  • Manage Digital Signage and device and content management for the same.
  • t times, would be required to support of client meetings and events including functionality and use of audio visual and presentation technologies via Skype Broadcast
  • Overseeing the schedule of activities to ensure planning and support is provided as requested
  • ct as AV support for local, and remote offsite meetings including occasional travel
  • Perform preventative maintenance to resolve problem or identify resolution to appropriate vendor or manufacturer
  • Troubleshoot AV/V problems last minute as required as well as non-critical situations
  • Coordinates with Customer staff to determine AV/V and basic infrastructure requirements for any new conference room or media design
  • ssist with company meetings/functions that require use of AV infrastructure (audio, video conferencing, webcasting, visual display or projection, and control system (Condeco, Crestron)) operations
  • Interact with Help Desk ticketing system to respond to end user requests
  • Gathering of data from support procedures, customer ticketing system, and other sources.
  • Ensure all conferencing spaces are presentable for use
  • Willing to take Initiatives and Automation for improving efficiency & productivity, able to work in a fast-paced environment with the ability to adapt to frequent changes and deliver the solution".
  • Knowledge on ITIL & SAFe Agile framework like SLA management with detailed understanding on classification of (P1, P2, P3, P4) Incidents(tickets), Change management.

REQUIREMENTS :
  • Bachelor's degree in related field or equivalent experience.
  • /V Implementation & support experience of at least 4-6 years.
  • Experienced in Cisco WebEx Suite consisting of Meeting Center, Training Center and Event Center applications.
  • understand of Cisco Unified Communication Manager (CUCM 9.x - 12.x)
  • Experience on Cisco WebEx, MS Teams, WebEx Hybrid Mesh, VCS-C, VCS-E, TMS, ISDN Gateways, ClientUs, CMS, Conductor, MS-Teams -EV & Clients for Video conferencing is must.
  • Videoconferencing experience including operation, call set-up and equipment troubleshooting (Cisco, Polycom, Microsoft Skype, MS-Teams Live etc.)
  • Familiarity with signal flow/ call flow and streams
  • V Control experience including Crestron, Extron, AMX, Room Peripherals etc.
  • Proficient with Cisco platform (Control Hub) and Microsoft Teams platform (Teams & O365 admin portals) management
  • Knowledge of Teams Admin Portal functions and reporting, including telemetry data export and import to Power BI
  • Excellent troubleshooting skills to resolve Level 3 Incidents with probable solutions
  • Understanding of Cisco WebEx endpoints (OnPrem/Cloud Registrations)
  • Knowledge of Microsoft Teams Endpoints
  • Exposure on Microsoft Teams Rooms with enhanced collaboration (Surface Hubs/Content Cameras/collaboration displays)
  • Hands on Experience on MS-Teams EV, Phone System & Teams Hybrid Telephony setups

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