Audio/Video Administrator or Support Engineer

Title-

Telemedia or Audio/Video Administrator or Support Engineer- white-glove (dealing with executives and top managers)
5 Days a Week Onsite

PLEASE PUT AT TOP OF RESUME - Candidate is good with nights and weekends as needed

Responsibilities:

(RECRUITER MUST RUN THE CHECKLIST 1) KEYWORDS UNDERLINED
Working hours and

change management must be done

at various times and will include nights and weekends.
Perform

daily quality assurance activities

to ensure

uptime and standardization .
Demonstrate superior ability to manage and navigate complex escalations
Responsible for overseeing Telemedia video projects
Create and maintain all project documents, including drawings, specifications, scope of work, and maintenance schedules
Maintain a thorough understanding of associated products within Telemedia including but not limited to; Zoom Cloud, Microsoft Teams, Cisco Webex, Cisco video conference software/hardware, basic firewall, streaming applications, Crestron, Biamp
Facilitate occasional trainings to team members and/or endusers as necessary
Create and manage project plans, schedule, and roadmap for calendar year
Function as an SME for internal and external communication and documentation for associated products within Telemedia
Coordinate activities with local facilities, carriers, and support vendors as required .
Communicate effectively advocating all needs and requirements to meet project goals.
Proactively manage change

control requests and the change order process
Regularly inspect video conference rooms for quality of environment as preventative measures.
Ensure all A/V components within office meet Telemedia standards and expectations
Meet all targets and SLAs as it pertains to incidents identified in ServiceNow and Projects tracked within Jira
Troubleshoot and support A/V network environment which may include modifying Cisco Routers/Switches (layer 2 & 3), loading configurations, and coordinating with Telco/3rd party providers
Navigate complex problems to resolution by utilizing various resources such as vendors; manufacturers; internal technicians and documentation.
Ensure inbound service requests and critical alerts are handled in a timely manner
Maintain a high level of customer professionalism in all mediums of communication (in person, video, telephony and email)
Assist in ensuring

that service tickets

and calls are adequately logged and are updated and relevant
Assist in ensuring that vendors meet obligations on time and with consistency
Develop and foster relationships interdepartmentally and externally
Process customer repair requests by coordinating with vendors and manufacturers. (RMA's)
Using various management portals move, add, and change, user phone configurations, voice mail, and other basic programming.
Qualifications:

(RECRUITER MUST RUN THE CHECKLIST 2) KEYWORDS UNDERLINED

Excellent academic achievement and experience equivalent to a four-year college degree in Computer Science, Electronics or a Cisco Collaberation related field.
Strong working knowledge of A/V, Video Conferencing, Networking, and Unified Collaboration System Technologies
Requires analytical and technical skill to troubleshoot equipment, diagnose, and resolve issues.
Possess the mentality to provide "white-glove" level service by telephone, email, and in person .
Basic understanding of VMWare and virtualization technology
Experience with Cisco Unified Communications Manager 11.x or above
Basic understanding in layer 2 and 3 Cisco route/switch technologies
Proficiency in common office productivity software such as Microsoft Office, Lucid Charts, and Service Now
Must be organized, and work within a team environment, capable of earning trust from all levels of management and present a professional image.
Must be flexible to meet

emergency deadlines that may fall outside of normal work hours, and must be a good crisis manager and work well under pressure.
Must possess elite time management skills to support a large capacity of users.
Motivated self-starter that requires minimal direction and is able to prioritize and organize their workload
Dependable and responsible contributor committed to excellence, capable of learning new products and technologies.

Abilities preferred:
CCNA or higher Route Switch and/or Collaboration
Understanding of WAN/LAN Topologies
Basic Wireless Protocols, and support
CTS certification.