Info Sys Analyst 4

Job Description: Responsibilities

• Provide support to troubleshoot and resolve technical issues reported by customers and other team members through phone, email and ticket channels
• Proactive and reactive monitoring of Cisco IPTEL, Cisco AV systems, WebEx, Zoom meetings (including Webinars ex: Global All hands meetings admin etc) and Zoom Rooms etc..,.
• Experience in Implementing of AV solutions
• Identify bugs, test, reproduce, report, and work with the escalation engineers to assist with a fix and test/verify fix versions
• Provide ideas and assist with creation of documentation and training material for external and internal content
• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers
• Stay familiar with all of Collaboration products like Zoom, WebEx, Skype offerings, and integrations as well as those of software and hardware competitors and partners in the industry

• 5+ years' experience and knowledge of Audio Visual (AV) Installation and Support.
• 70% Onsite, 30% could be remote
• Experience and knowledge of Cisco IPTEL, Sonus Client, Cisco AV systems, WebEx, Zoom meetings and Zoom Rooms etc..,. audio, video protocols (SIP, H.323, etc.)
• Experience with major industry collaboration equipment manufacturers including (Cisco, Polycom, Microsoft, Crestron, Extron etc...)
• Bachelor's degree in Computer Engineering, Management Information Systems or equivalent degree/experience.
• Excellent communication both oral, written, and interpersonal.
• Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team-members.

• Plus is Knowledge of Zoom meetings, Large Webinar meetings administration, Zoom Room solutions
• Network experience (CCNA certification or equivalent), Dell / Cisco switches and routers
• Administration of Exchange, Office 365, Mobile Iron
• Active Directory federation and Single-Sign-On administration.