IT Unified Communications Engineer

The Role:

As a key member of the Collaboration and Video Support Team, you will help design, implement, and provide support for collaboration services and infrastructure. Including Cisco, Microsoft Teams, Poly, Zoom, and other unified communications technology with a strong focus on video conferencing technology. Working directly with multiple AMD teams and vendors to identify and resolve challenges within the AMD video support team. This is a great opportunity to liaison with other technical teams to provide technical and tactical solutions to address future needs for both on-premise and remote conferencing technology.

THE PERSON:

This person will need to have a broad scope of skills and experience to understand current and future video conferencing and unified communications challenges and seek innovative ways to solve them. As technology is constantly changing, the candidate must have the ability to adapt to change in this diverse and fast paced environment. You will have excellent communication skills, both oral and written. You must be results driven and determined to drive issues to resolution. You will be a team player, organized, responsible and a highly detailed problem solver!

Key Responsibilities:
Install, configure, operate, maintain, and upgrade video conferencing equipment, test environment, and infrastructure.
Working knowledge of video infrastructure and endpoint equipment. This includes the configuration and operation of Cisco CUCM, Cisco Expressways, Cisco Endpoints, Poly DMA, DMA Edge, RMX, RPRM, Workflow Server, Poly Cloud CVI, Microsoft Teams Rooms, and Poly Endpoints.
Understanding and troubleshooting Crestron, Bi-Amp, Extron, 30-channel digital mixers for live sound production, Vaddio type video switchers and digital camera equipment, Clear Com type audio devices, multi-channel lighting board including lighting presets, PowerPoint, VLC player, PC hardware, and many types of cables, extenders, video and audio peripherals from Shure, Netgear, QSC, Epson and Samsung.
Advanced technical knowledge of how-to setup, install, troubleshoot, and connect audio visual equipment including cameras, microphones, projectors, and monitors.
Schedule, setup, and disconnect video conferences for internal and external meetings.
Provide video conferencing event planning production packets consisting of logistics, test plans, configuration drawings, and other necessary information working with other cross-functional teams.
Utilize the existing management-tracking tool ServiceNow for all related incident tracking, service tickets, and change requests.
Follow defined processes and ensure that the processes are adhered to by the team.
Troubleshoot and resolve video conferencing and event service incidents, including RMA's, and hardware/software issues.
Maintain currency and provide recommendations for new technologies.
Work with 3rd party vendors to troubleshoot issues and perform root cause analysis.
Process service requests within the Video and Event Services area.
Adhering to SLAs and maintain maximum uptime for the video conferencing environment and event services.
Strong written and verbal communication skills and the ability to communicate clearly and professionally with end users, the IT Video Team, Executives, and IT management.
Collaborate with operations and support teams to provide direction/support, streamline processes, improve efficiencies, and enhance the overall user experience.
Create internal and end-user documentation for supported architecture and operations.
Produce Run of Show documents, attendance reports, IT equipment readiness checklist and other items for Audio Video production team.
Provide video conferencing event planning production packets consisting of logistics, test plans, configuration drawings, and other necessary information working with other cross-functional teams.
Conduct equipment audits, as necessary.
Must be a self-starter with the ability to work independently and as part of a team.
Manage multiple deadlines and prioritize projects accordingly.
Mentoring/Training team members.
Extensive experience with MS Office including Visio.

Preferred Experience:
Bachelor's Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.
Typically has 5 to 7 years of related work experience.
Experienced in A/V Design, budget, and project management.
Experience with Zoom Webinar, Qumu, Zoom Meetings, Teams Meetings, and other industry-standard meeting platforms.
Basic understanding of networking and network protocols.
Understanding of eCDN management and other enterprise video collaboration products and services.