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Careers at IVCi

Video Support Engineer

Responsibilities

  • Responsible for providing 1st line support and management of IVCi MCS customers' scheduled video conferences. Both day and night shifts.
  • Provide support and monitoring of all scheduled calls for MCS managed customers. (This support includes but is not limited to standard Intellinet support, Concierge/white glove, and Green Man services).
  • Monitoring scheduling system for any changes to customer conferences and ensuring customer conference specifics are set up prior to conference launch.
  • Ensure all video conferences are connected on time and reconnected within the appropriate amount of time as outlined in the Service Level Agreement.
  • Troubleshoot ongoing conference issues escalated to MCS from customers through email, phone, or instant message. Follow established troubleshooting guidelines with customer and escalate to IVCi support teams if necessary.
  • Log into video systems to diagnosis potential/ongoing issues. Check packet loss on customer video systems and IVCi video infrastructure.
  • Provide detailed reporting of conference issues, trends and usage on a weekly and monthly basis. Log conference issues in conference reporting applications.
  • Correlate incidents (network or system) to schedules and ensure customers are aware of potential services impacting scheduled conferences.
  • Understand and provide support for IVCi partner applications.
  • Perform site certification for 3rd party locations on behalf of an MCS managed customer
  • Handle special projects as assigned by management team.

Qualifications

  • Strong and proven background providing excellent customer service.
  • Proficiency with all Microsoft Office products.
  • Strong multitasking skills.
  • Quick learner.
  • Competitive personality, flexibility and adaptability.
  • Ability to self-prioritize daily tasks.
  • Excellent organizational skills and initiative are preferred as often work is done independently. Composure under pressure is necessary.
  • Flexibility to work any MCS shifts (24 hours/6 Days a week).
  • Ability to cover customer weekend VCs.
  • Process-oriented, with the ability to manage many tasks at once.
  • Must possess troubleshooting skills for diagnosing/resolving video conference issues.

Preferred Experience with the following:

  • Cisco Tandberg Management Suite
  • Video MCU's
  • Tandberg and Polycom video conference systems

Click here to apply >

No phone calls, please.


 

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