Job Description
* Provide responsive, timely and high-quality support to corporate users regarding their virtual conferencing technical, access, and hosting inquiries, driving ownership and resolution of issues through critical thinking, technical proficiency, and excellent communication.
* Research, respond to, and resolve complex questions received via phone calls, emails, chat, and collaboration tools, providing support on the audio/visual and virtual collaboration environment, including the following systems, platforms or technology:
o Support of Audio-Visual teleconference platforms, equipment, and scheduling, such as Zoom Rooms, WebEx, Microsoft Teams, Cisco Telepresence
o Support of access to virtual conferencing and collaboration platforms via corporate-issued and BYOD devices, including but not limited to Windows PCs and Desktops, MacBook devices, and Mobile Device support
o Other collaboration tools including but not limited to Zoom, Slack
* Facilitate and support large scale virtual conferences through managing scheduled meetings and engaging with meeting hosts to ensure readiness and establish support plans.
* Provide onsite support and management of audio/visual equipment in client conference rooms across multiple campus locations.
* Acquire and maintain knowledge of updated supported platforms and releases, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers.
* Attend structured and unstructured (shadow, OJT) training sessions offered within the group and assist in training workshops.
* Utilize ITSM ticketing system (such as ServiceNow) to classify, prioritize and enter details of each working interaction with appropriate level of detail and attention to completeness, accuracy, and grammar.
* Participate in team projects as required.
Required Skills & Experience
* The ideal candidate will have a two- to four-year technical degree or the equivalent in work experience and three to five years of prior related work experience.
* The candidate will have an ability to provide positive customer service and advanced communication, problem solving, and technical writing skills.
* Technical proficiency in relevant operating systems, applications, and/or languages is required.
* Experience working as the key-go-to person for everything involving video (and audio) meetings technology; experience with a mixture of In-Person and Virtual AV systems support, set-up, updates, documentation and supporting a mixture of executive and administrative users
* Must have experience, knowledge or familiarity with most of the following: MS Teams, Zoom, WebEx, Google-Meet, Teams, Webex, Verizon, and/or other similar web-based video conferencing systems.
* Experience working closely with Video Conference Users in the areas of user training, Troubleshooting and Set-up of Conference-Room AV Hardware and related Software Apps, 'Standing-By' during live conferences and events for changes of view-volume-connectivity, etc.
* Experience working as the Key Project Coordinator for AV Conferencing; will have frequent-ongoing communication with a mixture of users and internal I.T. and external vendors for system and software availability, updates and changes.
* Experience with a mixture of formal and informal testing and QA inspection of video system software, especially before video meeting times.
* Current or Prior Experience working in an end user support type role that required Knowledge of Network Connectivity and Troubleshooting for Video Meetings.
* Experience assisting Remote Users with connectivity to Video Conferences (ideally in real-time situations).
Nice to Have Skills & Experience
* Experience working in a similar Conference Room-Video Meeting Go To person role or prior experience working within a firm environment including Accounting, Consulting or Legal organizations is a strong plus.
* Experience working as the technical go to person for Video Conferencing Aspects of Large-Scale corporate meetings.
* Training or Certification in AV Systems or a Specific Vendor's Electronic Conferencing System.
* A+ or Network+ Certification.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.