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Conference Support Technician in Durham, NC with Greene Resources

Date Posted: 6/7/2018

Job Snapshot

Job Description


Job Number: 30329


Conference Support Technician


Job Description:

Our client is currently seeking a Conference Support Technician who is responsible for on-boarding of new AV rooms to include all supporting documentation and customer interface. Additionally, the Conference Support Technician position will provide support and testing of video and audio systems to determine the system functionality issues within the customer environment and will complete all assigned incident tickets to resolution. This position is responsible for direct customer interface as well as building the customer relationship which ensures customer satisfaction.


Responsibilities:


  • AV support for Executives and VIPs

  • Provide End User Training on the AV systems and related technology (such as BlueJeans, Webex) as directed

  • Ensure room process/procedures are documented and communicated to all end users to ensure smooth operations of conference room and equipment

  • Report and document conference service requests and provide results for inclusion in the Monthly Metrics Reports provided by the Management team to the Client

  • Provide weekly site status reports to support services management team to ensure effective resolution of issues or concerns.

  • Provide high level of customer service to all customers who require AV support

  • Setup, testing, operation, and tear down of audio visual (AV) and videoconference equipment; (e.g. video data projection systems, computers, audio- and videoconference equipment, microphones, video cameras, audio systems, and operation of integrated AV systems) in compliance with the set of prescribed Standard Operating Procedures (SOP)

  • Provide best effort assistance to fulfill any multimedia technical needs as assigned, including all Client collaboration tools (BlueJeans, WebEx, AT&T Connect)

  • Execute and assist Service Delivery Center in all aspects of videoconferences including call set up, end user training, troubleshooting, and follow through on escalation of trouble issues

  • Provide consultation and education to all levels of end users on presentation technology equipment

  • Troubleshoot AV and videoconferencing related technology (various projectors, control systems, audio- and videoconferencing) to complete resolution when issues occur

  • Escalate housekeeping and technical issues outside of AV and conferencing technology and applications to appropriate department

  • Interface with technology vendors for equipment servicing, training, etc. whether warranty or routine maintenance as directed

  • Maintain understanding of current and new technology

  • Responsible for knowledge of and adherence to all internal York Telecom policies and procedures

  • Other duties as assigned


Education Requirements:



    Desired Background/Skills:


    • High levels of professionalism and integrity

    • High ability to work with peers

    • Exceptional customer service skills

    • Exceptional written, verbal and interpersonal skills.

    • Strong business acumen and analytic competence.

    • Excellent problem solving skills

    • Proactive and coaching management style

    • Maintain a professional attitude and appearance at all times

    • Extensive use of business computer systems including Microsoft Office applications such as MS Word, Excel, Outlook and MS Project.


    Qualifications:


    • Working knowledge of videoconferencing standards

    • Working knowledge of Windows 7/10 and Office 365

    • Ability to troubleshooting of AV Conferencing systems

    • Working knowledge of ISDN Network Infrastructure and Implementation

    • Working experience with major videoconferencing equipment such as:

    • Codec?s from Polycom, Tandberg, Vidyo, Cisco

    • MCU and control systems from Polycom, Crestron etc.

    • H.323 Endpoints, Gateways, MCU?s, and Gatekeepers


    Other Information: