Conference Room Operations

Job description

Job Summary:

This position will operate/support the Global Audio and Video Conference Service.

The primary function is maintaining the operational stability of the Global Audio and Video conferencing systems / process.

Daily duties will include resolution and follow up of reported issues and maintaining service level agreements across the service offering. A key responsibility will include day to day interaction with the Audio and Video Managed Services providers (VMS), at the time of this writing PGi and BT respectively.

The core videoconference services are provided by the VMS through call initiation and level 3 support.

Additional responsibilities will include:

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Handover room and desktop system knowledge into the other support organizations (Local support, Service Desk, Facilities)

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Support Team lead on the creation of documentation and the definition of processes

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Meeting with the Engineering team to strategize service enhancements

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Reviewing and updating existing documentation, policies and procedures

Essential Functions of the Job:

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Incident Resolution and Escalation Management

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Communication and alignment with other teams internal and external to IT Services - VMS

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Conflict resolution

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Performance management – service / KPI

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Knowledge transfer to the other team members

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Knowledge of Telepresence

 

Analytical/Decision Making Responsibilities:

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All tickets (Service Now – Request, Incident, and Problem) will require analysis for resolution. Processes for service delivery have been defined and will be leveraged to provide a consistent response. Repeated issues or escalations should be analyzed for root cause analysis. This may require additional training, documentation or a combination be provided.

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For instance, repeated inquiries on how to initiate a service request could indicate that existing documentation is poor, not in a location where people are looking or more direction education is required. This person would identify the root cause and involve the appropriate service lines to deliver an overall resolution

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While policies are in place for the services offered we are often required to manage exceptions to policies. Knowing when to make policy exceptions and when to strictly enforce a policy is critical.

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For instance, there is a defined ratio of VC units to headcount but a specific office would like to exceed that ratio. We would need to first understand the reason behind their request. Ultimately the best service may be to allow them to modify the ratio. Additionally there is a defined process of who is eligible to use a service but a request may fall outside of normal circumstances. After review it may be determined that an exception should be granted.

Knowledge and Skills Requirements:

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Possesses a solid background in Video conferencing and Video Collaboration infrastructure devices with an understanding of the deployment and support of different type of Video conferencing and collaboration of different standards in the area of Video and Voice under umbrella protocols. 

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Knowledge of specific applications, devices and systems including but not limited to:

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TANDBERG CISCO Video conferencing endpoints.

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CISCO Bridges such as MSE 8000 Series, CISCO 5300 series. CISCO Codian 4500 series.

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CISCO VCS Control/Gate Keeper and CISCO VCS Expressway/Border Controller.

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Knowledge on ISDN Gateway.

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Possesses a strong understanding of Call Signaling including such elements as:

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Global Call routing and signaling in a neighboring gatekeeper environment and Jabber call signaling and transformation in a VCS environment using H323 ID.

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Very good understanding in umbrella protocols (H323 & H320) & SIP. 

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Very good knowledge in Voice, Video and Signaling standards & protocols. 

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Possesses fundamental knowledge of ITIL to recognize appropriate aspects in the Incident, Problem, Change and Availability processes as it related to Data Network activities and workflows.

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Maintains solid interpersonal skills to engage in cross business discussions within a matrixed, geographically dispersed organization and to build a solid network of peers and others of influence. Uses these relationships to partner with colleagues based on technical expertise and challenge insightfully to improve connectivity and propose credible options in solutions

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Maintains solid communication skills to adapt communication style to the style of others, developing rapport and staying calm under pressure and to build and maintain strong relationships across the levels of a matrixed, geographically dispersed organization using advanced oral and written English communication skills. 

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Manifests an analytical and problem solving ability appropriate to the role to escalate and negotiate assigned issues in IT technical investigations, to handle multiple and shifting priorities in a timely fashion across a broad spectrum of operating environments and to drive solutions that are both financially sound and operationally feasible.

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Possesses an advanced knowledge of the Service Now system to record incidents and remediation as well as appropriately use the tool’s features and functions.

Supervision Responsibilities:

The role is an individual contributor managed by Conference Room Operations lead.  While the role is not expected to manage staff, from time to time the role may be asked to participate and to drive select portions of a project or program within IT operations as a temporary assignment aligned to the role’s remit.

Other Requirements:

The role may generally be supervised remotely and potentially across time zones, using telephone, email and instant messaging and may additionally require after-hours activities such as global group meetings and weekend as well as day/night shift rotation.   The role requires the advanced discipline of self-direction and autonomy as needed in a remote working or work from home arrangement. The role may also require the periodic allocation of additional time on the job to ensure multiple demands and escalating issues are managed in a timely manner to restore services.

Job Requirements:

Education:

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Bachelor's degree  in technical field or equivalent work experience

Experience :

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Approximately 1 to 3 years of experience in Video conferencing and collaborations technology support in large complex network environments.

Certification Requirements:

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ITIL Foundations (preferred)

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Cisco Certified Network Associate (CCNA Preferred) and Cisco Video Network devices.1(CIVND1 Preferred )

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Knowledge in different industry dominant products in Video conferencing such as Polycom, Radvision, Lifesize etc.