Video Operations Analyst

Role Description:

Serves as the Junior Video Operations Analyst to join our Video Operations Workplace Collaboration team. As a Video Operations Analyst, you will join our client's Workplace Collaboration team and play a crucial role in enhancing productivity and seamless collaboration among colleagues in a growing hybrid work environment. Your responsibilities will include researching, evaluating, installing, troubleshooting, deploying, and promoting new Collaboration platforms such as Microsoft Teams Conference Rooms, and mobile carts. You will act as a liaison between high level clients, vendors' engineering resources, and our Video Operations team to coordinate installations, white glove support, and escalations. Additionally, you will be responsible for daily room checks, maintaining proactive monitoring platforms, ensuring adherence to global standards, providing day-to-day support during transitions, and analyzing collaboration tool usage patterns through metrics dashboards. If you thrive in a fast-paced environment and have a strong background in customer service, and AV installations, this is the perfect opportunity for you to contribute to our client's success in creating a seamless digital workplace for their colleagues.

Key Responsibilities are including but not limited to:

• Manage and complete assigned ServiceNow incident and service requests tickets
• Performs troubleshooting, repair, and preventative maintenance of Audio, Video and Network connectivity AV equipment and peripheral equipment
• Install, configure, and troubleshoot VTC/AV components and peripheral devices, Microsoft Teams Rooms, and Mobile Carts.
• Perform critical hardware and software updates to meet security requirements.
• Identify problems related to the interaction of supported equipment and software with equipment and software supported by other systems or infrastructures.
• Field questions from customers on hardware and software and resolve problems between the equipment, application software, communications, and operating systems.
• Research, design, and implement world-class collaboration experiences using platforms like Microsoft Teams, Microsoft Team Rooms, Microsoft Teams mobile carts, Microsoft Intune (MDM), Microsoft Surface Hub, and audio/video solutions.
• Enhance end user adoption and functionality of Collaboration technology through the creation of technical documentation for solutions and procedures.
• Maintain proactive monitoring platforms such as Microsoft Teams Pro Management, Teams Admin, Logitech Sync, and XIO cloud.
• Stay up-to-date on M365 capabilities and roadmap through engagement with Microsoft and attending relevant seminars/training.
• Provide an advanced level of troubleshooting for Microsoft Teams, Windows OS, Active Directory/Exchange, and patch management support.
• Perform reactive troubleshooting to effectively identify potential incidents or problems, and attempt to eliminate them to occur in the future
• Resolves system operational problems by troubleshooting and performing fault isolation.
• Performs site surveys, generates Bill of Materials, leads integration, testing, and installations of new facilities (conference rooms, etc.)
• Acts as equipment custodian and performs inventory asset management and accountability functions.
• Provides life cycle refresh projections for AV/VTC infrastructure and AV equipment build out projects.
• Provides on-site support primarily at main customer site location; provides occasional alternate or satellite site support and/or travel as needed.
• Responsible for evaluating, designing, documenting, installing, implementing, testing, maintaining, operating, removing and upgrading, and modifying video teleconferencing equipment systems and peripherals
• Provide client consulting and training on control, interfaces, and use of the audio/visual and VTC equipment.

Qualifications:

• Must be a US citizen
• Obtain and maintain a security clearance
• A bachelor’s degree in related IT field
• Desk Top Support, Audio Visual, Video Conferencing and/or Network experience
• Demonstrated experience with end-user troubleshooting and customer service.
• A minimum of 2 years of experience supporting Windows Desktop OS.
• System engineering/administration experience with SaaS-based collaboration platforms (Teams, Exchange, Intune) in a large-scale enterprise.
• Proven success in diverse IT project teams, providing real-world solutions that drive high adoption and colleague satisfaction.
• Ability to establish and nurture productive partnerships with productivity and collaboration vendors.
• Strong troubleshooting and problem-solving skills.
• Effective prioritization and handling of shifting priorities.
• Excellent communication skills and ability to react quickly in triage situations.
• Experience in risk management, quality assurance oversight, and review processes.
• Exceptional customer service orientation and technical expertise.
• Hands-on experience within the last 3 years with enterprise video conferencing solutions (Microsoft 365/Teams), audio/visual technologies (conference rooms), and unified communications/telephony solutions.
• Implementation, migration planning, and solution testing
• Experience managing, supporting and deploying AV solutions for anything from single user wired to 500 user mobile/pop-up solutions in non-hardwired spaces
• Experienced in supporting, troubleshooting and installing the following hardware
  • Polycom; Cisco: MX/SX/DX/ Room Kits / Room 55 / WebEx Team boards; Microsoft Surface Hub; Crestron Air Media, Crestron Processors, Crestron NVX and Digital Signage (mass display)

• Experience with producing BoMs, LoMs, Rack Elevations and Inventory sheets.
• Understanding of basic networking and cable termination skills.
• Experience with classified or unclassified IP video teleconferencing.