Tier 2 NOC Technical Support

Tier 2 NOC Technical Support

RJ Globus Solutions

NOC Technical Support
Posted 8 months ago

• 1-2 years of experience in customer service and technology environment preferred
• Experience with video conferencing systems, hardware, software, network and infrastructure is desired
• Proven troubleshooting skills
• Preferred knowledge in Microsoft Office Suite (Excel/PowerPoint/Word)
• Strong understanding of Windows Operating Systems and the general concept of Macintosh Operating Systems
• Intimate knowledge of Windows-based platforms and technologies
• Ability to work in a team environment, develop and maintain strong relationships with co-workers
• Ability to provide customer service that exceeds customer expectations, extensive customer service and client interaction skills
• Possess and apply critical thinking skills as it pertains to troubleshooting technical and non-technical issues
• Excellent written and verbal communication skills
• Excellent organizational skills and displays the ability to multitask efficiently, strong attention to detail
• Ability to work in a fast paced environment and handle stressful situations
• Ability to learn new technologies, advanced and concepts in the conferencing (video, audio and web) space
• Knowledge of the ITIL Framework is preferred

Technical Support:
• Incident management and incident creation for all customer technical issues that are identified via inbound email/phone, in-conference or as an incident created in ServiceNow.
• Accurate tracking of “time worked” on every assigned incident being worked in ServiceNow
• Network Monitoring Boards support – proactively monitor and respond to alarms
• ServiceNow Queues Management (inbound incidents created from email)
• Customer Video Endpoint support, troubleshooting, upgrades (software scheduled and unscheduled) and testing/certifications
• Customer infrastructure Support – first level research only, pull CDR logs, escalation to Advanced Video Support (no troubleshooting/configuration)
• Initial Carrier/Vendor Escalations, Dispatches and RMA (device replacements) – initial engagement only and escalation to Advanced Support Team.
• Follow defined incident escalation process to “Advanced Support Technicians” for additional troubleshooting, testing and vendor/carrier efforts such as device replacements (RMA), carrier dispatches, customer network device reconfigurations and replacements
• Troubleshoot customer’s joining video meeting using technologies including Skype for Business, Cisco Spark/Teams, Zoom, WebEx, Vidyo, and Polycom RealPresence. As new UC technologies become available and more widely accepted it is a requirement to learn and support these as well.
Conference Production:
• Connect video sites/endpoints and monitor video conferences to reconnect sites/endpoints when necessary
• Provide proactive “meet and greets” as necessary prior to assigned video conferences to ensure the quality of the meeting is to the satisfaction of the customer
• Facilitate “dedicated concierge” meetings when scheduled to proactively address technical issues and customer requests
• Manage the recording of conferences and provide the files to the customer
• Customize telepresence site framing for each customer conference
• Troubleshoot and resolve issues with live video conferences, escalate trouble tickets to ensure timely resolution and proper customer follow-up and closure
• If a problem is identified with a specific site during the Meet & Greet process or during the conference, provide alternative options for connection
• Monitor conference live or via computer desktop. Ensure the success of scheduled video conferences on the video conferencing bridge by proactively managing and adjusting site connectivity and quality performance settings
Scheduling and Reservations:
• Scheduling for video reservations within the database
• Work order creation for video site certification and video resource scheduling
• Video Reservation Conflict Management
• Schedule multipoint video and audio conferences
• Evaluate conferences prior to launch to ensure the call will connect as scheduled and with the correctly configured sites/endpoints. Ensure conferences are ended appropriately and in alignment with customer specific processes
• Data entry into department database
Daily Functions:
• Answer phones and emails as necessary, ensure the team is adhering to answer time SLA’s and SLO’s
• Ability to multitask is critical – at times, the employee will be supporting live video conferences, troubleshooting video endpoint problems as well as taking inbound phone calls
• Attend department meetings and training as needed
• Follow all established departmental processes related to service delivery and quality assurance

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following; however, additional duties and responsibilities may be assigned:

Handles the daily preparation, production/management, and first line troubleshooting and issue resolution for all scheduled video conferences for customers and partners. In addition,


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