Network Video Engineer
2 days ago
Technical Operational Role:
The role is owning responsibility for complex, high priority issues for AV/VC products polycom, Cisco, Jabra, Creston, ZOOM, Blue Jeans. Cloud Video conferencing Solutions & Other OEM's.
Technical Escalation Management : Ability to drive, front end incidents, escalation calls and communication to all parties.
- Delivering a first-class Customer Service and maintaining good Customer Relations as well as Communications are key to this role.
Key Spoc:
- Escalation SPOC for Build and Operational AV/VC products and endpoints like Polycom, Cisco, Jabra, Creston etc..AV/VC related Incidents.
- Ensure Service Delivery as per agreed SOW and agreed SLA.
- Assessment and audit of existing customer for Audio Visual & Video Conferencing (AV/VC) solutions.
- Working with engineering team to finalize technical solution in the context of a specific project with extents to Orange product and managed services enhancements.
- Stay abreast of technical, financial, strategic and operational issues, options and advancements within the AV/VC industry relevant to the Orange services portfolio.
- Getting resolution from OEM, third parties, vendors and suppliers for fault and design query.
- Work closely with BAU teams and Project Managers to ensure deliverables are identified and actions completed.
- Manage technical changes throughout the project phase
- Work on change management to transition the projects to BAU teams.
- Manage external/internal stakeholders during project phase and BAU transition.
- Jointly work with technology teams to drive continuous improvement and productivity benefits.
Rich hands on experience of build & troubleshooting of Polycom AV/VC products, Cisco, Jabra, Creston, ZOOM, Blue Jeans Cloud Video conferencing Solutions. Required basic knowledge of Microsoft Exchange, Active Directory and Windows Servers.
In depth knowledge of AV/VC systems Polycom HDX, X, GS series , Jabra, Plasma screen, Concierge services and features, Networking, Linux / Windows OS.
- Hands on experience (build and Manage) AV/VC products like :
- Hands on experience on installation and troubleshooting on all type of AV/VC products from Polycom, Cisco, Jabra, Creston, ZOOM, Blue Jeans Cloud Video conferencing Solutions
- Polycom real Presence Clariti, Realconnect for O365, Voice/Video endpoints, Microsoft Voice endpoints, ZOOM
- Hands on experience of handling endpoints liks RealPresence Group Series 300, 310, Polycom Trio 8800 & 8500 Polycom SoundPoint IP Polycom VVX Series, Skype for Business edition VVX series Skype for Business edition Trio 8800 & 8500,Polycom RealPresence Centro, Polycom RealPresence Medialign, RealPresence Group Series, Polycom HDX, RealPresence Desktop (excluding Immersive and CX8000)
- Installation and troubleshooting knowledge on the Video endpoints components like Plasmas, Camera's, Projector, Microphones System status, internal diagnostics , Touch pad (User Interface device)
- Excellent in depth troubleshooting, analyzing & managing the critical Incidents, Problem tickets with out of the box thought process
- Experience in preparing LOE and POA for complex Change, Major Planned/unplanned activities, designing POA for complex Change/Project. Good knowledge in preparing RFO, RCA's, documentation, Knowledge Bank.
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