Unified Communication Engineer

Role Summary

As a key member of the Collaboration and Video Support Team, you will help design, implement, and provide support for collaboration services and infrastructure. Including Cisco, Microsoft Teams, Poly, Zoom, and other unified communications technology with a strong focus on video conferencing technology. Working directly with multiple teams and vendors to identify and resolve challenges within the video support team. This is a great opportunity to liaison with other technical teams to provide technical and tactical solutions to address future needs for both on-premises and remote conferencing technology

Key Objectives & Impact

· Design, install, configure, operate, maintain, and upgrade video conferencing equipment, test environment, and infrastructure.

· Must have extensive knowledge of video conferencing endpoint equipment. This includes the configuration and operation of Cisco, Microsoft Teams Rooms, and Poly Endpoints.

· Schedule, set up, and disconnect video conferences for internal and external meetings.

· Manage AV/ VC Townhall, operate complex AV equipment in Media rooms, Cafeterias including AV desk, Camera switching, streaming services etc.,

· Provide video conferencing event planning production packets consisting of logistics, test plans, configuration drawings, and other necessary information working with other cross-functional teams.

· Utilize the existing management-tracking tool ServiceNow for all related incident tracking, service tickets, and change requests.

· Follow defined processes and ensure that the processes are adhered to by the team.

· Troubleshoot and resolve video conferencing and event service incidents, including RMA's, and hardware/software issues.

· Maintain currency and provide recommendations for new technologies.

· Work with 3rd party vendors to troubleshoot issues and perform root cause analysis.

· Process service requests within the Video and Event Services area.

· Adhering to SLAs and maintain maximum uptime for the video conferencing environment and event services.

· Conduct equipment audits, as necessary.

· Collaborate with operations and support teams to provide direction/support, streamline processes, improve efficiency, and enhance the overall user experience.

· Strong written and verbal communication skills and the ability to communicate clearly and professionally with end users, the IT Video Team, Executives, and IT management.

· Create internal and end-user documentation for supported architecture and operations.

· Produce Run of Show documents, attendance reports, IT equipment readiness checklist and other items for Audio Video production team.

· Must be a self-starter with the ability to work independently and as part of a team.

· Manage multiple deadlines and prioritize projects accordingly.

· Mentoring/Training team members.

Experience Required:

· Bachelor's degree in computer science, Information Systems, or other related field. Or equivalent work experience.

· Typically has 5 to 8 years of related work experience.

· Experienced in A/V Design, budget, and project management.

· Experience with Zoom Webinar, Qumu, Zoom Meetings, Teams Meetings, Cisco WebEx, Pexip, CVI and other industry-standard meeting platforms.

· Advanced technical knowledge of how-to setup, install, troubleshoot, and connect audio visual equipment including cameras, microphones, projectors, and monitors.

· Basic understanding of networking and network protocols.

· Extensive experience with MS Office including Visio.

Work availability:

· This person is expected to work in rotational shifts that this team services - Morning, General Shift and rarely weekend or late-night shifts

· The person is also expected to support during weekends/public holidays if there are critical/maintenance activities planned during these days.