A/V MACD Support Engineer

RESPONSIBILITIES

Kforce is immediately adding a full-time A/V MACD Support Engineer in support of our nationally recognized, Consumer and Commercial Electronic R&D client in New York, NY.

Summary

The Resident Technician will be based at the customer campus for support of video and audio operations during business hours and/or after hours for critical situations or maintenance activities. This is a customer-facing position, and the successful candidate will have outstanding customer service skills.

Responsibilities

• Provide Level 1 technical support to end users
• Support customer end users with user training for self-scheduling conferences
• Assist customers in scheduling and launching video conference calls
• Open incident tickets for incidents and maintain the customer incident management and CMDB systems
• Provide onsite support for video onsite Move, Add, Change, Delete (MACD) requests. This includes installing and removing video equipment as requested
• Report and provide updates on problems with standard Poly video conferencing products to the Poly Cloud and Managed Services team
• Provide technical support in the resolution of non-Poly related issues including, but not limited to, 3rd party appliances and peripherals
• Update and maintain customer video environment-documentation and process documentation
• Perform any required testing and recovery from any Network breach related to virus attacks or any other fraudulent activities that affect managed video services on Poly equipment
• Validate end-to-end service functionality upon completion of installation activities

REQUIREMENTS:

• Associate degree or equivalent experience preferred
• 2 years of Video Conferencing background supporting Audio-Visual and/or IT systems, including experience with Poly products and/or 3rd party video conferencing devices
• 2 years of working experience with customer services in direct hands-on customer-facing role (not telephone support) with exceptional professionalism and customer service skills
• 1 year of working knowledge of H.320, H.323 and SIP protocols
• Knowledge of Zoom or Teams conferencing a preferred
• Experience with installing and troubleshooting Poly video conferencing devices or other video conferencing devices such as Cisco, Logitech or Neat
• Experience with Trouble Ticket and Incident Management software systems preferred
• Experience with troubleshooting and incident diagnosis of computer and/or networking systems preferred
• Must be highly organized, detail-oriented, self-motivated and able to work with little supervision
• Must have excellent verbal and written communication skills, including ability to train others
• Understanding of data network fundamentals: TCP/IP, cabling, and LAN troubleshooting a plus

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law. This job is not eligible for bonuses, incentives or commissions. Kforce is an Equal Opportunity/Affirmative Action Employer.

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