€¢ Provides premium onsite support of all facets of Cisco and AV rooms locally at designated Head office sites.
€¢ Setup and operation of video conferencing systems and infrastructure, switching and control of audio and video systems
€¢ Troubleshooting of VC equipment related issues
€¢ Escalation to backend and support vendor to identify issue and resolve them accordingly
€¢ Management and support of Premium spaces during major events
€¢ Understands the end-to-end (E2E) technical service(s) including dependent components and infrastructure for Zoom, Cisco and VC equipment.
€¢ Proactive monitoring and checks of internal and external VC systems Zoom and Cisco platform at designated Head office locations.
€¢ Assist Tech Lounge for any VC issues
€¢ Provide assistance in the successful implementation of VC solutions at Head office sites.
€¢ Provide Zoom and Cisco room use training and guidance
€¢ Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers
€¢ Stakeholder Management & management of stakeholder expectations
€¢ Assist in the development of pro-active improvements to the service
€¢ Flexible approach to ad-hoc tasks requested by AV management team
€¢ Existing knowledge of Cisco and Zoom solutions.
€¢ Manage user queries and reported incidents to closure. Ensure the incidents are closed within the agreed SLA with business.