A/V MACD Support Engineer
$28 per hourTemporary
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 New York, NY. Summary: The Resident Technician 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
- Perform any required testing and recovery from any Network breach related to virus attacks or any other fraudulent activities that affect managed video services on Poly equipment
- Validate end-to-end service functionality upon completion of installation activities
- 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
- Knowledge of Zoom or Teams conferencing a preferred
- Experience with installing and troubleshooting Poly video conferencing devices or other video conferencing devices such as Cisco, Logitech or Neat
- Experience with Trouble Ticket and Incident Management software systems preferred
- Experience with troubleshooting and incident diagnosis of computer and/or networking systems preferred
- 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 a plus
Vacancy posted 1 day ago
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