A/V MACD Support Engineer

DescriptionKforce 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 activitiesRequirements* 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 plusJob TypeContractCompensation28 - $39