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Support Solutions Specialist
3 weeks ago
As a key member of our team, you will be responsible for delivering remote conference room and audio-visual support. This includes providing expert technical assistance to users, troubleshooting complex issues, and ensuring seamless execution of webcasts and video conferencing events.
Key Responsibilities:
- Administrative Services:
- Coordinate with teams to schedule, modify, and cancel white glove conferences and webcasts.
- Manage the associated service mailbox and ensure timely resolution of support tickets.
- Monitor performance metrics and analyze usage data to optimize support services.
- Escalate complex issues to third-level support or manufacturer/vendor teams as needed.
- Video Call and Webcast Support:
- Ensure all video endpoints are online and operational before each event.
- Provide expert incident response during active calls and webcasts, resolving issues efficiently.
- Prepare and support webcast events, including creating event pages and conducting dry runs.
- Webcast Video on Demand Services:
- Create and manage streaming VOD directories for users, ensuring seamless access.
- Manage user groups and multimedia storage on the network, maintaining high levels of security and accessibility.
- Commissioning Services:
- Configure Cisco Video Conferencing Codecs and streaming encoders, ensuring optimal performance.
- Test endpoints and network devices, verifying proper functionality.
- Application Support:
- Provide Level 1 and Level 2 support for applications, including MS Teams, Miro, and Vbrick.
- Collaborate with Product Engineers to resolve application issues and improve overall performance.
Requirements:
- Proven experience in AV support, video conferencing, and webcast management is essential.
- Familiarity with Cisco Video Codecs, VBrick Rev, and related AV/IT infrastructure is highly desirable.
- Strong analytical and problem-solving skills, combined with excellent communication abilities.
- Ability to work effectively in a fast-paced environment, managing multiple priorities simultaneously.
Preferred Skills:
- Knowledge of webcast and streaming platforms, as well as experience with AV commissioning and room setup.
- Ability to train end-users on AV technologies and provide expert guidance on best practices.
