A/V MACD Support Engineer
Temporary
Kforce is immediately adding a full-time A/V MACD Support Engineer in support of our nationally recognized, Consumer and Commercial Electronic R&D client in Westlake, OH. Summary: The A/V MACD Support Engineer is part of a team that is responsible for supporting our customers' Poly, Teams, and Zoom video conferencing environment. This includes providing onsite technical support for video and audio-conferencing issues, scheduling and managing high-level events, tracking and resolving incidents, providing MACD support (including installing and configuring video conferencing equipment), guiding customers in the use of video conferencing equipment and software, and maintaining support and process documentation. The Engineer will be based at the customer campus for support of video and audio operations during business hours and/or after hours for critical situations or maintenance activities. This is a customer-facing position, and the successful candidate will have outstanding customer service skills. Responsibilities:
- Provide Level 1 technical support to end users
- Support customer end users with user training for self-scheduling conferences
- Assist customers in scheduling and launching video conference calls
- Open incident tickets for incidents and maintain the customer incident management and CMDB systems
- Provide onsite support for video onsite Move, Add, Change, Delete (MACD) requests; This includes installing and removing video equipment as requested
- Report and provide updates on problems with standard Poly video conferencing products to the Poly Cloud and Managed Services team
- Provide technical support in the resolution of non-Poly related issues including, but not limited to, 3rd party appliances and peripherals
- Update and maintain customer video environment-documentation and process documentation
- Associate degree or equivalent experience preferred
- 2 years of Video Conferencing background supporting Audio-Visual and/or IT systems, including experience with Poly products and/or 3rd party video conferencing devices
- 2 years of working experience with customer services in direct hands-on customer-facing role (not telephone support) with exceptional professionalism and customer service skills
- 1 year of working knowledge of H.320, H.323 and SIP protocols
- Experience with installing and troubleshooting Poly video conferencing devices or other video conferencing devices such as Cisco, Logitech or Neat
- Must be highly organized, detail-oriented, self-motivated and able to work with little supervision
- Must have excellent verbal and written communication skills, including ability to train others
- Understanding of data network fundamentals: TCP/IP, cabling, and LAN troubleshooting
- Experience with Trouble Ticket and Incident Management software systems preferred
- Experience with troubleshooting and incident diagnosis of computer and/or networking systems preferred
- Knowledge of Zoom or Teams conferencing a preferred
Vacancy posted 2 days ago
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