Video Conferencing Support Specialist

Há 3 dias

Belém, Pará, Brasil beBeeTechnical Tempo inteiro R$45.000 - R$81.000
Video Conferencing Support Specialist

This role is an on-site client position located in Carajás - PA.

Job Summary:

The Video Conferencing Support Specialist will be responsible for providing technical support to end-users, opening tickets for incidents, and maintaining customer incident management and CMDB systems. They will also provide on-site support for video onsite Move, Add, Change, Delete (MACD) requests, including installing, configuring, maintaining, and removing video equipment as requested.

Responsibilities:

  • Provide technical support for a customer's end-users.
  • Open tickets for incidents and maintain the customer incident management and CMDB systems.
  • Provide on-site support for video onsite MACD requests.
  • Escalate issues to Poly and provide updates on problems with standard Poly video conferencing products to help resolve customer issues.
  • 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.
  • Assist in maintaining asset management for videoconferencing equipment, including adding information to a database and tracking the location of assets.
  • 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.

Requirements:

  • Associate degree or equivalent experience preferred.
  • 2+ years of Video Conferencing background supporting Audio-Visual systems, including experience with Poly products and/or 3rd party video conferencing devices.
  • Knowledge Microsoft Teams rooms and conferencing essential.
  • Experience with installing and troubleshooting Poly video conferencing devices.
  • Experience with Trouble Ticket and Incident Management software systems preferred.
  • Experience with troubleshooting and incident diagnosis of computer and/or networking systems preferred.
  • Must be highly organized, detail-oriented, self-motivated, and able to work with little supervision.
  • Good verbal and written communication skills a plus.
  • Proficiency in speaking, reading and writing English preferred.
  • 2 years of working experience with customer services in direct hands-on customer facing role (not telephone support) with exceptional professionalism and customer service skills.
  • Understanding of data network fundamentals: TCP/IP, cabling, and LAN troubleshooting a plus.
  • 1 year of working knowledge of H.320, H.323 and SIP protocols preferred.

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