Job Description
Experience level: Beginner/Junior (3+ years)
Location / Shift: US time zone, require ‘early shift’
Qualifications:
- Bachelor's Degree with experience in IT end user support.
- Excellent communication and customer service skills, experience in end-user training and support.
- Strong technical, analytical, and strong problem-solving skills.
- Strong team player – collaborates well with others to solve problems and actively incorporates input from various sources.
- Experience working with others on a global basis.
- Demonstrated customer focus – evaluates decisions through the eyes of the customer.
Technologies:
Experience with the following technology (platforms, systems, tools):
- Microsoft Office 365,Teams Admin Center, Intune, Azure (Policies, License Management, Monitoring)
- Cisco Telepresence Video products.
- MTR Video endpoint product knowledge on Windows and Android based devices - (Crestron, Lenovo, Logitech).
- Knowledge on TCP/IP fundamentals.
- Pexip
- ServiceNow Ticketing tool
Summary:
Support Global UC Video Infrastructure operations activity:
- Fleet consists of ~1000 Video Endpoints Microsoft and Cisco Video devices, globally distributed, mainly based out of Europe and USA.
- Current MTR endpoints are hosted and managed using Azure, Microsoft Admin Center and Pexip (Cisco Telepresence)
- Video endpoint fleet consists of Microsoft, Crestron, Logitech, Lenovo.
- To support clients based out of Europe and USA (early shift) hours on the support tickets/queries.
- Perform regular maintenance and updates to ensure optimal performance and troubleshoot and resolve any issues related to the platform.
- Experience in co-ordinating with various OEMs, Microsoft, Crestron, Logitech, Lenovo.
- Manage MTR/TP endpoint Add/Remove/Password reset requests of end users.
- Ability to manage Teams room bulk add projects by co-ordinating with people of different functions.
- Daily MTR operations support using Ticketing tool.
- Knowledge on Service Now will be an added advantage.
- Troubleshooting skills on MTR endpoint call quality issues.