Video Conferencing/Support/Help Desk Engineer Job in Westminster 80260, Colorado US
Experis is currently searching for a Video Conferencing Help Desk type candidate for a position in the Westminster, CO area:
The role of the Help Desk Engineer provides initial employee support for technical inquiries received via the telephone and/or email. Assesses nature of problem and resolves simple and basic support issues over the phone. For more complex issues, transfers internal customer to appropriate employee technical support specialist. This position will be located at the client and will accessing client applications and systems providing Tier I II support to fulfil all of the requirements indicated below.
Provide remote Tier II technical support troubleshooting
Provide remote assistance with room Telepresence system and Video endpoint HD desktop installations
Generate, update, track tickets though to closer
Escalate to Tier III support V BASF provided escalation contacts (maintenance provider, BASF internal or 3rd party)
Rollout of versions/patch releases as directed by BASF Release Management/Project Management
Fault identification
Change configurations as approved
Monitor interfaces for Gateway and MCU devices
Perform weekly back up of MCU configurations
Manage configuration of Gateway/MCU ISDN numbers and dialing plans including IP or ISDN Routing, Group Directories, MultiMedia Directory (MMD)
Configuration of virtual rooms on request on supported MCUs
Issue end user bulk email communications as directed
Understand and comply with BASF support process Standard Operating Procedures (SOPs)
Interact in person, by phone, and/or e-mail directly with client management and end-users.
Recommend measures to improve performance and increase efficiency.
Perform additional duties as assigned.
MINIMUM REQUIREMENTS/QUALIFICATIONS
Education/Technical
2 V 5 years of customer/end user support experience
5 V 7 years experience in VC network infrastructure preferred
2 - 5 years of AV operations experience a plus
Strong troubleshooting skills; able to define problems and offer valid resolution
Experience required:
{ Telepresence VC platforms and engineering (Cisco TelePresence and Tandberg end points a plus)
{ TANDBERG Management System (TMS)
{ Integrated and non integrated VC systems
{ Microsoft Windows based platform; basic PC server administrative
{ Web-based applications
{ Technology maintenance
Experience with the following technology applications a plus:
{ CISCO CTS Platform Codecs
{ CISCO Call Manager Platform
{ TANDBERG MSE 8000 Video Bridging Platform
{ TANDBERG Codian 45xx Video Bridging Platform
{ CISCO Conductor Platform
{ CISCO Telepresence Content Server
