This position is a part of ITSCU unit under ITSGC. The VC NOC Technician will be responsible for providing Video Conference related Infrastructure support and enterprise level client support by working closely with service providers including external vendors and identifying, troubleshooting and resolving moderate to complex technical and non-technical end user questions for all VC services.
Duties and accountabilities:
Support and help clients to reserve video conferences and Telepresence sessions and WebEx.
Works directly with customers to probe and ask effective questions to fully diagnose both the root cause of a problem and the customer's comfort level with technology. Assesses more complex, non-routine problems in their area of specialization.
Deliver training sessions to the IT community on new solutions as well as end-users on tips and tricks related to the VC service.
Guide users on how to book, manage and operate WebEx sessions.
Provide client support on the phone, for walk-ins, on video and on site.
Schedule, manage, monitor, and control video conferences with Cisco Telepresence Management Suite (TMS)
Install, configure, and maintain videoconferencing equipment including Cisco codecs, displays, and speakerphones.
Provide high-level familiarity with AV and VC systems and equipment; intuitively interact with new equipment and applications with ease.
Test and certify new and upgraded Video conferencing hardware and software.
Operate high level video conferences and Telepresence sessions remotely.
Help users to connect mobile devices to video conferences and WebEx.
Train users, peers, and new colleagues.
Conduct interoperability tests between Voice, Video and Telepresence endpoints.
Identify requirements for the Video services in the region.
Provide / generate comprehensive reports and metrics for VC services.
Work with Network Management team to participate in network and traffic analyses as it relates to endpoint health.
Work with Cisco to capture troubleshooting logs and related data for issue analysis.
Acts as project coordinator and/or subject matter expert on video conferencing initiatives.
Flexible enough to work in shifts including night shift if required.
Coordinate and lead discussions with local vendors and professional integrators.
Selection Criteria:
Bachelor’s Degree with a minimum of 3 years relevant experience or Associates Degree with a minimum of 5 years relevant experience.
Role specific Experience:
Minimum 3 years of relevant experience.
Certification Requirements: Cisco Telepresence Solutions Specialist or Cisco Video Network Specialist.
Hands-on experience in Cisco, Tandberg, or Polycom video technology.
Knowledge of operating and scheduling VC sessions with Cisco TMS.
Strong knowledge of Cisco WebEx.
Knowledge of videoconferencing protocols such as H.323, SIP and audio / video standards.
Experience with Virtual meetings including MS Teams, Zoom, etc.
Experience in user support and conference room maintenance.
Excellent client support capabilities.
Ability to quickly aid video services user community.
Proficient knowledge of the fundamental concepts of videoconferencing technology.
Proficient knowledge and understanding of effective practices for dealing with clients in a variety of situations.
Ability to work cooperatively and collaboratively in a team environment.
Ability to analyze information and draw accurate conclusions.
Ability to apply problem solving strategies to evaluate and solve problems effectively.
Copes effectively and is productive under work stress.
Requires excellent drafting and communication skills.
Ability to deal sensitively in multicultural environments and build effective working relations with clients and colleagues both within and outside the organization.
Experience with Ticketing system (Remedy/ServiceNow)
Knowledge of Cisco Video infrastructure such as CMS, VCS, TPS, MCU, etc.
Experience in installing, configuring and trouble-shooting video conferencing equipment.
Good Experience in coordinating with Cisco TAC and RMA Process.
Experience with Codec configuration and software upgradation.
Good Experience with Recording and Streaming platforms.
