Video Conferencing Technician

Kforce is seeking a full-time Video Conferencing Technician for a client in Neenah, WI. This role involves providing Level 1 technical support to end-users, assisting with scheduling and launching video conference calls, and managing incident tickets. The technician will also handle onsite Move, Add, Change, Delete (MACD) requests for video equipment, including installation and removal. Key responsibilities include reporting problems with Poly video conferencing products, resolving non-Poly related issues, and maintaining documentation. The position requires experience with video conferencing systems and direct customer service.

Must Have

• Provide Level 1 technical support to customer 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
• Report and provide updates on problems with standard Poly video conferencing products
• Provide technical support in the resolution of non-Poly related issues
• Update and maintain customer video environment-documentation and process documentation
• Perform any required testing and recovery from Network breach related to virus attacks or fraudulent activities
• Validate end-to-end service functionality upon completion of installation activities
• De-install and dispose of displaced hardware/assets as required
• 2 years of Video Conferencing background supporting Audio-Visual and/or IT systems
• 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
• 1 year of working knowledge of H.320, H.323 and SIP protocols
• Experience with installing and troubleshooting Poly video conferencing devices or other video conferencing devices such as Cisco, Logitech or DTEN

Good to Have

• Knowledge of Zoom or Teams conferencing
• Experience with Trouble Ticket and Incident Management software systems
• Experience with troubleshooting and incident diagnosis of computer and/or networking systems
• Understanding of data network fundamentals: TCP/IP, cabling, and LAN troubleshooting

Perks & Benefits

• Medical/dental/vision insurance
• HSA
• FSA
• 401(k)
• Life, disability & ADD insurance
• Paid time off

Description

Kforce is immediately adding a full-time Video Conferencing Technician in support of our nationally recognized, Consumer and Commercial Electronic R&D client in Neenah, WI. Key Tasks:

• Provide Level 1 technical support to customer 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
• De-install and dispose of displaced hardware/assets as required, following customer asset disposal policies

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
• Experience with installing and troubleshooting Poly video conferencing devices or other video conferencing devices such as Cisco, Logitech or DTEN
• 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
• Knowledge of Zoom or Teams conferencing a plus
• Experience with Trouble Ticket and Incident Management software systems preferred
• Experience with troubleshooting and incident diagnosis of computer and/or networking systems preferred
• Understanding of data network fundamentals: TCP/IP, cabling, and LAN troubleshooting a plus