The Global Telecoms & Client Services (ITSGC) department within ITS provides global communications and client services, products and support for all member organizations across the World Bank Group. Services provided by ITSGC include: global network, unified communications (Telephony and Video-conferencing), end-user device and mobility service provisioning, IT support (Helpdesk, front-line IT support and IT training), rapid application delivery services for the entire World Bank Group, as well as coordination and implementation of all infrastructure projects facing World Bank Group country offices.
Position Overview:
This position is a part of Unified Communications team within ITSUS unit under ITSGC. The Senior IT Assistant will be responsible for supporting the Video Services team in response to videoconferencing and virtual meeting related infrastructure support and enterprise level client support. This analyst will be working closely with Video and IP Telephony service team members, including external vendors in identifying, troubleshooting, and resolving simple to moderate technical and non-technical end user questions for all Unified Communication and Collaboration services.
Duties and accountabilities:
Work with the VC team to support and help clients to reserve or schedule video conferences and WebEx sessions
Provide Support for Video editing, production, and hosting
Actively promote Unified Communications services by engaging in WBG’s social media platforms such as Yammer groups and in responding to questions on collaboration spaces such as MS Teams, 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.
Deliver training sessions to the IT community on new solutions as well as end-users on tips and tricks related to Webex and Zoom services
Guide users on how to book, manage and operate WebEx (Meetings/Events) or Zoom (including Webinar) sessions
Provide client support on the phone, for walk-ins, on video and on site
Assist the VC team to install, configure, and maintain videoconferencing equipment including Cisco codecs, displays, and speakerphones
Test and certify new and upgraded Video conferencing hardware and software
Co-host and operate high level video conferences and Webex Events or Zoom Webinar sessions remotely
Help users to connect mobile devices to video conferences and WebEx
Conduct interoperability tests between Voice and Video endpoints
Under the guidance of the VC team
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 on video conferencing initiatives
Coordinate and lead discussions with local vendors and professional integrators
Provide support and best practice for meetings, including audio, video and virtual meetings in conference rooms. Conduct interoperability tests between endpoints.
Meeting consultation: Evaluate client needs and provide the most effective solutions utilizing all available technology to solve technical and logistical problems.
Report, own, escalate, and bring to closure any issues faced during daily operations in the assigned location to ITSUS.
Use Control Hub to monitor and troubleshoot Webex sessions remotely and on site.
Selection Criteria:
Minimum Education/Experience:
Bachelor's degree with a minimum of 3 years relevant experience or Associates Degree with a minimum of 5 years relevant experience.
Digital savvy and a passion to help others with technology problems
Knowledge of operating Cisco Webex, MS Teams, or Zoom
Experience in Video editing and production software and tools
Understanding of videoconferencing technology
Experience in scripting and programing in Python, C, or Java
Experience with RESTful API is a plus
Experience in developing and editing code in JSON, XML, and HTML is a plus
Knowledge of Cisco WebEx, MS Teams, or Zoom videoconferencing and room systems
Understanding of livestreaming technology is a plus
Excellent client support capabilities
Expresses thoughts and ideas effectively in oral and written communications
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) is a plus
Experience in installing, configuring and trouble-shooting video conferencing equipment is a plus
Must have US Work Permit
Experience of supporting clients with IT tools and service
Interest in learning more about meeting services
Excellent client orientation
Solutions-oriented and with an appropriate sense of urgency
