**Sr Video Conference Engineer**
**Location: Guadalajara**
**Hybrid Work**
The platforms listed below are on Operations:
- Cisco Video Conferencing Management
- Zoom Meetings, Webinars and Features Management
- Microsoft Teams Rooms & Surface Hubs Platform Management
- Meeting Room Audio Visual Devices & Integration (In-Room Control Panels / Room Booking Panels/ Controllers / IO8 / Sensors etc.,) from the OEMs like Crestron, AMX & Extron, etc.
- Remote Device Monitoring - AMX / Crestron
- Digital Signage Solution - 22miles or any product
- Wireless Presentation (examples: Barco, Mersive, Crestron, etc )
**Typical Accountabilities**
- Responsible for ensuring availability and performance of the supported technology/platform services.
- Responsible for Installing and configuring hardware and software components to ensure conferencing usability
- Troubleshooting Conferencing hardware and software issues.
- Performing tests and evaluations on new software and hardware.
- Providing support to users and being the first point of contact for error reporting/alert monitoring.
- Knowledge and experience with computer network configuration/ports/LAN/WLAN related to VC and Solstice configuration
- Responsible for installation and technical support, and training for all Audio and Video Teleconference systems.
- Experience working with a video conferences endpoint management platform, such as Cisco TMS for endpoint or account provisioning.
- Experience working with a video conference calls scheduling platform, such as Cisco TMS and VMR Management
- Deliver production and broadcast requirements as needed for virtual meetings including setup, testing and configuration with existing video conference and broadcast capability
- Document SOPs and knowledge-sharing material for use across Conferencing teams.
- Troubleshoots all VTC hardware and software issues and outages
- Initial triaging, and remediation if possible, of all P1, P2, P3, and P4 incidents.
- Responsible for escalating incidents from events to CC/SD on outage Incidents.
- Responsible for updating Knowledgebase articles.
- Responsible for incident queue management.
- Responsible for mentoring the team members.
- Responsible for working on Incidents, Changes, Service & Problem Requests.
- Responsible for creating and updating Known Error documentation.
- Woking on ITIL Process.
- Any certifications will be an added advantage.
**Skills and Capabilities**
**Essential**
- In depth or working Knowledge on Cisco Video Conferencing Technologies
- Cisco Telepresence System Configuration & Troubleshooting
- Hands on experience & live troubleshooting knowledge on the following products & technologies
- Cisco Expressway C&Es
- Cisco Telepresence Management Suite
- Cisco CVI integrated platform with MS Teams
- Cisco integrated platform with Zoom
- Running & Analysing Packet Captures
- Experience in Zoom Webinar & Meeting Support and Account Management
- Knowledge of troubleshooting live zoom calls
- Microsoft Surface Hub Installation, Configuration & Troubleshooting
- Exposure to Microsoft Teams Room Installation, Evaluation of call quality metrics and hands on experience with live troubleshooting
- In depth knowledge of Microsoft Teams Admin Center, Zoom Admin Portal, Cisco Webex Admin Center, etc tools
- Detailed call quality analysis, CQD & PowerBi Reports generation & analysis, Utilization & Trends analysis
- Experience in Meeting Room Management Technologies
- AMX RMS
- Cisco Touch 10 Integration
- Room Booking Panels Configuration and Troubleshooting
- Experience in Meeting room Wireless presentation Solutions (Crestron Airmedia, Barco Clickshare, Mersive Solstice Pods, etc )
- Experience in Digital Signages / WayFinders and NUCs / Player Management
- Experience with creating knowledge articles and documented SOPs to resolve tickets.
- Experience working in ITIL model.
- Experience working with Lean/Agile systems.
- Good Communication skills to work with Vendors, Application Users & Third-party service providers.
**Desirable**
- Problems, changes and capacity management aspects
- Multi years of work experience in Technical teams working in Shifts on rotational basis covering 24*7 support
- Ability to work effectively in a matrix organization is essential.
- Any certifications in the specified technical area will be advantageous.
