Job Description Position Summary: The VTC Engineer is responsible for on-site technical support of assigned customer audio and video incidents and service requests. This position will provide support and testing of all video and audio systems to determine the system functionality issues within the customer environment and will complete all assigned incident tickets to resolution. This position is responsible for building the customer relationship and ensures customer satisfaction.
2I Organizational Relationship:
This position reports directly to the Manager, On-Site Client Services. The assigned Program Manager will provide direction and support to the VTC Engineer in regard to the following areas; new products and services, procedures and guidelines, advanced technical escalations, career development, and employee escalation issues. This position will work directly with other team members within the organization for day to day resolution of customer incidents. This position will also from time to time be expected to communicate internally with project managers, account managers, maintenance implementation managers, engineering staff, and sales to keep all parties up to date on the resolution of customer issues.
3I Depth of Knowledge Required:
Strong written and verbal communications internally and externally are essential. The ability research, analyze and compile standard video issues for escalation and attention within the client organization. This position should have appropriate knowledge of Audio/Visual technologies and infrastructure and functionality to effectively service customers. This position should have strong customer service skills and be able to diffuse and control escalated situations effectively to service the customer. In-depth understanding of broadcast, VTC (Video Teleconferencing) systems, video and audio streaming technologies. Familiarity with DVSG structure, operations, policies and procedures. Outstanding customer service skills are a must since the VTC Operators will be in personal contact with the end user on a daily basis.
4I Authority and Decision Making Capabilities:
This position will have the authority to provide input on processes and procedures within the department. This position will have the ability to resolve customer issues and will be expected to escalate and assign customer escalations to the appropriate team member or departments that are beyond the VTC Engineer’s technical proficiency.
5I Leadership & Supervisory Role:
This position has no leadership or supervisory responsibilities
5.1I Leadership & Supervisory Responsibilities:
This position has no leadership or supervisory responsibilities
6I Internal & External Relationship Responsibilities:
This position regularly influences internal and external customers to achieve a mutually desirable outcome. This position will trouble shoot issues, make recommendations to internal parties and customers with regard to concerns or issues, and ensure resolution of any problems working closely in conjunction with assigned team members. This position requires regular planning and team work in order to assist with the coordination of resources within Our client to support incoming Customer issues. This position must will regularly communicate answers to complex questions and respond to detailed inquiries about technical issues and how to resolve these issues. This position may sometimes handle and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures
Coordinating and managing client schedules for the use of the DVS-G Studio to include scheduling/establishing multiple party VTC conferences, de-conflicting customer schedules, and ensure facility readiness as needed on a five days per week, eight hours per day (5 X 8) basis. The core operational hours are from 0730 to 1700 hours, Monday through Friday, and are not limited to a fixed 8 hours per day basis. Operational support may be required for early, extended hour, or weekend DVS-G Studio operations depending on mission requirements
Operating and maintaining cryptographic equipment (KG-194) and keying material for the operation of secure VTC sessions
Provide End User Training on the AV systems and related technology (such as WebEx or Lync) as directed by Operations Manager.
Ensuring all DVS-G Studio facility equipment is operational and all equipment downtime is immediately reported to the Control Center and that maintenance response and repair is tracked through completion
Ensuring the DVS-G Studio facility and contract workspace is maintained, professionally cleaned, and always ready to support Agency customers.
Ensuring up to date Standard Operating Procedures are maintained for all aspects of facility operations and maintenance, and that back-up contract personnel are trained and available for duty when the primary VTC contractor is absent.
Exploring all aspects of DVS-G Studio operations and maintenance and continuously seek ways to implement process improvement to maximize customer satisfaction.
Ensure room process/procedures are documented and communicated to all end users to ensure smooth operations of conference room and equipment.
Provide weekly site status reports to operations management team to ensure effective resolution of issues or concerns.
Provide high level of customer service to all customers who require VTC support.
Setup, testing, operation, and tear down of audio visual (AV) and videoconference equipment; (e.g. projection systems, computers, audio- and videoconference equipment, microphones, video cameras, audio systems, and operation of integrated AV systems) in compliance with the set of prescribed Standard Operating Procedures (SOP).
Provide best effort assistance to fulfill any multimedia technical needs as assigned, including all Client collaboration tools (WebEx, Lync, Teleconference setup).
Execute and assist Our client VNOC in all aspects of videoconferences including call set up, end user training, troubleshooting, and follow through on escalation of trouble issues
Provide consultation and education to all levels of end users on presentation technology equipment.
Troubleshoot AV and videoconferencing related technology (various projectors, control systems, audio- and videoconferencing) to complete resolution when issues occur
Perform regular preventive maintenance checks (e.g., either report or address troubles such as cable management issues, safety standards noncompliance, etc.)
Escalate housekeeping and technical issues outside of AV and conferencing technology and applications to appropriate department.
Interface with technology vendors for equipment servicing, training, etc. whether warranty or routine maintenance as directed.
Maintain understanding of current and new technology.
Responsible for knowledge of and adherence to all internal policies and procedures.
Other duties as assigned.
7I Key Technical Responsibilities:
The VTC Engineer will be expected to handle customer issues. This position will provide real time support to the client on-site. Must have technical knowledge of Polycom Systems, Tandberg/Cisco Systems, Creston, and other audio and video technologies.