Info Sys Analyst 4

Job Description: Responsibilities

1. Provide support to troubleshoot and resolve technical issues reported by customers and team members through phone, email, and ticket channels.
2. Proactively and reactively monitor Cisco IPTEL, Cisco AV systems, WebEx, Zoom meetings (including webinars like global all-hands meetings), and Zoom Rooms.
3. Implement AV solutions effectively.
4. Identify bugs, test, reproduce, report, and collaborate with escalation engineers to assist with fixes and verify fix versions.
5. Contribute ideas and assist in creating documentation and training materials for internal and external use.
6. Maintain clear, concise, and positive communication for all cases, including follow-ups with customers, team members, and engineers.
7. Stay familiar with collaboration products like Zoom, WebEx, Skype, and their integrations, as well as industry competitors and partners.

Requirements

1. 5+ years of experience and knowledge in Audio Visual (AV) installation and support.
2. Approximately 70% onsite work and 30% remote work.
3. Experience with Cisco IPTEL, Sonus Client, Cisco AV systems, WebEx, Zoom meetings, and Zoom Rooms; knowledge of audio/video protocols such as SIP and H.323.
4. Experience with major industry collaboration equipment manufacturers including Cisco, Polycom, Microsoft, Crestron, Extron, etc.
5. Bachelor's degree in Computer Engineering, Management Information Systems, or equivalent experience.
6. Excellent communication skills—oral, written, and interpersonal.
7. Ability to work efficiently in a fast-paced, team-oriented environment with a positive attitude.

Other Areas of Interest

• Knowledge of Zoom meetings, large webinar administration, and Zoom Room solutions is a plus.
• Network experience (CCNA certification or equivalent), familiarity with Dell/Cisco switches and routers.
• Experience with administration of Exchange, Office 365, MobileIron.
• Active Directory federation and Single Sign-On administration.