Cisco Audio/Visual Technical Support - (REMOTE) - 903

PlacingIT

Job Description

Cisco Audio/Visual Technical Support - (REMOTE) - 903 (any area in the country will be acceptable)

*** * Experience with AV Company bridging networks, video technical support* * **

DETAILS
Location: REMOTE!! Corporate office in Hauppauge, NY
Position Type : Direct Hire/Perm
Hourly / Salary : $28.00-$34.00/hr.
Residency Requirements: US Citizens and all other parties authorized to work in the US are encouraged to apply.

The primary focus of the Technical Support Representative is to provide in-depth technical troubleshooting for escalated problem tickets and quick problem resolution. This individual will be part of a technical support team with a strong focus on customer service. In this role you will be responsible for troubleshooting all incidents reported to the Support Center including but not limited to the Managed Video Network, customer networks and VC/UC Infrastructure.

OVERALL REQUIRED: Experience (including configuring and upgrading) the following: Cisco TMS, Cisco VCS-C & VCS-E, Cisco/Tandberg CTS, Codian Bridges/MCU's, Polycom RMX Acano, (knowledge on Active Directory and CUCM a plus)

Troubleshooting:

  • Responsible for troubleshooting of issues that are presented to you.
  • Responsible for the accurate logging of all activities related to customer issues. This includes keeping problem tickets accurate with current status.
  • You will be required to coordinate complex problems to resolution by utilizing various resources such as vendors; manufacturers; internal technicians and documentation.
  • Responsible for the timely closure of all problems assigned to you
  • Customer Service
  • Provide pleasant and courteous service during all customer call
  • Process customer repair requests by coordinating with vendors and manufacturers. (RMA's)
  • Required to maintain documentation that assists the technical support group. This will include maintenance of troubleshooting scripts as well as general documentation.
  • Test and approve new versions of firmware for deployment. This includes firmware releases released by manufacturers.
  • Maintain an accurate customer asset database
  • Customer/company Training and Support

Flexibility

  • Teamwork and cooperation are required
  • Must be willing to openly accept new tasks
  • Some occasional off hours work may be required as needed.
  • Holiday shifts

Other duties as required from time to time by the management to include (but not be limited to) occasionally back-filling roles due to over booking, vacation or back log on projects with occasional work off hours. This is purely as situation would dictate.

Required Qualifications:

  • Thorough understanding of leading manufacturers video and infrastructure products, to include but not limited to Polycom VSX, HDX, Group Series, RMX, RMS, CMA, DMA, VBP, RSS, RSX, OTX. Cisco MXP, C, E, SX, MX and EX Series, TMS, MPS, Codian, T3, CTS Call Manager and TX Platforms.
  • Thorough understanding of video networks, firewall traversal, switches and routers.
  • Previous experience installing, configuring, administrating and / or supporting this equipment.
  • Any industry certifications in these areas is a plus.

  • Must be able to multitask and work at a fast pace.

  • Must be flexible and professional at all times even under pressure

  • Good interpersonal skills as communication will be required

  • CTS Certification with a strong understanding of Audio-Video essentials

  • Polycom Partner Certification or PCVE certification.

  • Understanding of control systems such as AMX and Crestron

  • Experience with Cisco CMS (formerly Acano)

  • Knowledge of Active Directory and CUCM a huge plus.

Company Description At PlacingIT, our focus is on efficiency, precision, and outstanding customer service. Instead of inundating our clients with resumes that they really don't have time to review, our goal is to build responsive, lasting partnerships so we can present to our clients the highest-quality, perfect-fit candidates. We have a solid pipeline of referred and passive candidates, which gives our clients exposure to highly qualified professionals that might not otherwise be visible on job boards.

PlacingIT is diversity certified by the NMSDC (National Minority Supplier Development Council), WBENC (Women's Business Enterprise National Council), and the Texas Comptroller of Public Accounts Historically Underutilized Business (HUB) program. These certifications allow PlacingIT to help you achieve your company's diversity goals.

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