On-Site Video Conference Engineer - Part Time

 

Wire One is the leading unified collaboration services provider with an integrated services offering including Video Conferencing, Audio Conferencing, Web Conferencing, Video Network Management Services and Streaming. Through Web-based self-service solutions, experienced full-service call centers and diversified global networks; Wire One enables clients to conduct electronic meetings, events and training by creating innovative collaboration solutions.

 

On-Site Video Conference Engineer



 

The On-Site Audio-Visual and Videoconferencing Support Engineer provides world-class customer experiences with every encounter.  This position encompasses the end-to-end management of multimedia conference equipment (videoconferencing, audiovisual, web, streaming, etc.).  This includes videoconference call preparation, audiovisual setup, and teardown; meeting oversight, special support requests, equipment and IP/ISDN network troubleshooting and general technical & operational support.  This position will be onsite at a Wire One customer where the Support Engineer is responsible for the facilitation and execution of all customer audiovisual and videoconferencing requests.

 

DUTIES AND RESPONSIBILITIES

 

§ Support designated videoconferencing facilities, systems maintenance, operations, and administration.

§ Perform call setups and first and second level problem determination using designated client tools and procedures.

§ Provide training and support to clients in the operation of videoconference systems.

§ Troubleshoot various types of audiovisual and videoconferencing equipment.

§ Assist with the activation of analog and IP network lines, when required.

§ Ability to triage effectively under pressure.

§ Create and modify user documentation and procedures

§ Stay abreast of advances and trends in the videoconferencing industry.

§ Ensure adherence to client standards and procedures.

§ Accepts personal responsibility for client satisfaction.

§ Establishes and maintains effective working relationships.

§ Makes a positive first impression.

§ Dependable/punctual in all aspects of performance.

§ Travel between local clients’ sites required occasionally.

§ Works well with little supervision.

§ Escalation of issues to the appropriate department for non-conference related services.

§ Flexible to off-hour set up requests.

§ Other work related duties as assigned.

 

JOB REQUIREMENTS

 

§ Three years experience in video conferencing and audiovisual troubleshooting and support.

§ Knowledge of AV control systems, ISDN and IP networks, echo cancellers, video routers, microphone mixers and display devices.

§ Experience with products such as Tandberg, Polycom, AMX, Extron, and Clear One.

§ Experience with Microsoft Windows based computing including Microsoft Word and Excel.

§ Experience with Web-based applications.

§ Demonstrated customer service skills dealing with executive management teams.

§ The ability to handle high stress situations.

§ Excellent verbal and written communication skills.

§ Must possess good organizational skills with the ability to prioritize and handle multiple tasks simultaneously.

§ Ability to work independently.

§ Strong attention to detail.

§ High school or equivalent required. College degree is preferred, or the equivalent in experience.

§ Vendor specific certifications on Video Conferencing Systems a plus.

 

Wire One is an EEO/AA/Drug-Free workplace employer. Only qualified candidates will be contacted.