UCC Support Engineer
Full Time
New York, NY 10022
$100,000 - $175,000 a year
Posted
Job description
UCC Support Engineer
The Millennium UCC team manages voice, video, and AV communications and conferencing solutions for Millennium employees globally. The team is split between operations (build/operate) and engineering (plan/build) functions. We are looking for a support engineer to join the operations side of the team. Experience supporting onsite voice and video meetings and environments required. A strong mix of technical knowledge and interpersonal skill required. The UCC operations team supports both on-site AV equipment and rooms in our core offices and backend infrastructure systems. A wide variety of technologies are used (Cisco voice/video, Webex, Zoom, IPC Trader voice, NICE voice recording, AV room technologies) so an eagerness to learn new things and to support a wide breadth of technologies is important. The operations team acts as an escalation contact for our Tier 1 and 2 tech support teams, and works with Engineering on complex user issues and changes. The role primarily requires onsite presence (with some ability for remote work) and occasional support of weekend and evening changes.
Principal Responsibilities
- Provide audio/visual support for meetings, Town Halls, and other events. Will be responsible for setup prior to meetings and reset at the conclusion.
- Responsible for managing the team videoconference calendar.
- Responsible for assisting most of the meetings personally.
- First to respond to ad hoc calls for assistance and communicating whereabouts to the team.
- Escalation support for voice, video, and conferencing issues
- Respond to emails to the team’s distribution list.
- Provide training/coaching to customers and internal support team.
- Responsible for operation, troubleshooting, monitoring and maintenance of AV equipment for conference rooms.
- Conduct morning readiness checks and report findings to the team to prepare them for the day.
Qualifications/Skills Required
- Minimum three years operations experience with conferencing and audio-visual technology
- Experience with conferencing and collaboration services (WebEx, Zoom, Microsoft Teams, Skype, etc.)
- Experience with room-based video and audio systems, including Cisco Telepresence, Crestron, Lightware, and DANTE Audio devices
- Experience with audio and video mixing and live event support
- Experience with Cisco voice and video infrastructure preferred.
- Experience with desktop and mobile conferencing solutions, including in VDI environments
- Experience with inventory management and asset tracking.
- Experience with calling vendor support and manufacturers for RMA of defective/broken products.
- Able to multitask and cope with changing priorities and requests on the fly.
- Able to document new procedures, maintain troubleshooting records, and create operational instructions for all systems under management. Create quick reference guides for end users.
- BS in Computer Science or related field, or equivalent experience
- Strong customer support skills, including VIP and C-Level Executive audiences. Possesses a high level of customer service under pressure and in dealing with demanding customers.
- Eagerness to learn and work well within a team
Millennium pays a total compensation package which includes a base salary, discretionary performance bonus, and a comprehensive benefits package. The estimated base salary range for this position is $100,000 to $175,000, which is specific to New York and may change in the future. When finalizing an offer, we take into consideration an individual’s experience level and the qualifications they bring to the role to formulate a competitive total compensation package
blackflymedia.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, blackflymedia.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, blackflymedia.com is the ideal place to find your next job.