Required Skillset

• Strong Working knowledge and experience configuring Tandberg/Cisco Codecs.
• Provides subject matter expertise support to AV Operations.
• Working knowledge of SIP, ISM, H232, H320, H460, TLS, RTP, SRTP, TCP/IP and UDP, content control protocols, video compression standards, packet analyzers, routing protocols and networking fundamentals, Tandberg, Polycom and Cisco video and voice technologies.
• Hands on with Cisco TelePresence, VTC infrastructure, TMS, VCS Control, Cisco Meeting Server, CMS, Cisco VTC, AMX, Creston, Surface Hubs, and Microsoft Teams.
• Hands on with Creston Audio/Visual conference room solutions and integration with Cisco & Microsoft.

Must-Have

1. Must have excellent communication, customer support, and interpersonal skills.
2. Main responsibility will be working on proactive-reactive Incident/SR/changes related to Audio/Video technologies.
3. Need to be SME for handling any P1/P2 incidents, critical changes.
4. Documenting knowledge articles for critical incident/change.
5. Will be accountable for meeting tperson delivery targets set by management.
6. Responsible for ensuring that delivery is within and better than prescribed SLA levels and personlp establish processes for continuous service improvement.
7. Resolve incidents/problems/Changes according to establipersond procedures.
8. Work proactively to ensure prompt resolution of support cases and tperson highest levels of customer satisfaction with minimal production impact.
9. Develop and implement Service Improvements.
10. Pursue identification and adoption of automation opportunities.