Video Conferencing Support Specialist

Computer Aid Norwood , MA 02062

Posted 4 months ago

CAI is looking for Video conferencing Specialist.

This is a long term position in the Norwood, mass area.

Local candidates preferred...details below.

CAI is seeking a Video conferencing specialist to provide audio/visual conferencing and multimedia support. Client has 40+ video rooms worldwide using predominately Polycom and Crestron equipment. Video conferencing is used in conjunction with Skype for Business and Zoom conferencing. The role does require excellent customer service skills.

Responsibilities:

  • Provide initial setup and/or in room facilitation of executive or large conference calls

  • Provide initial troubleshooting for the Video rooms and equipment this could be from incident tickets or from analysis/monitoring data

  • Utilize tools to monitor and report on the video environment

  • Review daily incidents for Conferencing

  • Prepare monthly reports for the Executive Conference Coordinator

  • Involved in weekly checks of key rooms in MA

  • Involved in testing and proactively monitoring WW video rooms and equipment

  • Ability to test, troubleshoot and work independently to resolved customer incidents

  • Engage customers with bad or not good feedback on Video calls

  • Would need to interact with CIO and Executives on a limited basis

  • Would need to engage other members of IT more often L1 Service Desk and L3 Conferencing team

Preferred Skills & Experience:

  • Bachelor's Degree in Computer Information Systems, Communications or equivalent or 1 -2 years practical experience including audio/visual equipment use and set up

  • General help desk or customer service experience is a plus

  • Effective organizational, written and verbal communication skills

  • Analytical skills that you can apply in a 15,000+ global organization is a plus

  • Preferred but not required to have a general understanding of networking and an appreciation for security mechanisms

  • Ability to adapt to non-optimal situations

  • Preferred but not required to have an understanding of video conferencing technologies

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Video Conferencing Support Specialist

Computer Aid