Overview
Skills
Job Details
Unified Communications & Collaboration (UCC) Technician
***ONSITE *** Audubon PA 19403
Duration – 12 months
Job Description:
The UCC Technician works closely with UCC Analysts within the Unified Communications & Collaboration (UCC) department to maintain clients communication and collaboration environment. The UCC Department provides outstanding services and support to internal users, executives, and external guests across in-person, hybrid, and virtual scenarios. The primary responsibility of this role is to ensure that updates or changes to UCC systems are documented properly and communicated to all impacted parties. Additional responsibilities include performing operations & maintenance activities and assisting with various projects. The ideal candidate has experience working across various UCC systems and has excellent written communication, verbal communication, and presentation skills.
Responsibilities
The UCC department is responsible for the operation, maintenance and enhancement of clients collaboration applications, collaboration hardware and AV infrastructure. Applications and hardware include: Microsoft Teams, Microsoft Teams Rooms, Microsoft Surface Hubs, Cisco Webex, Pexip Infinity, Poly Group Series, Crestron NVX and Crestron control systems, Biamp DSPs, and various other integrated AV systems.
Candidate will be responsible for the following:
• Updates to UCC applications and hardware
• Monitor, track, and review feature updates published by manufacturers
• Work with application and hardware admins to ensure updates are applied following proper change management procedures
• Work with support staff to ensure documentation and training materials are updated
• Work with Corporate Communications to ensure updates are communicated to end users
• Documentation and end user training for new and existing UCC owned applications/hardware
• Create and maintain Support Center and IT Operations Center (ITOC) documentation
• Create and maintain admin and end user documentation/training materials
• Deliver end user trainings
• Respond to end user and leadership requests
• Create department and project teams within the Microsoft Teams admin center
• Gather usage and system quality reports
• Assist UCC admins with operations and maintenance activities
• Configuration and deployment of new applications or systems
• Firmware/password updates
• Troubleshoot issues with applications or hardware
• Create support tickets with manufacturers and vendors
• Assist with UCC projects and asset management
• Review, test, and pilot new UCC applications or hardware
• Document RMAs in asset management system
• Onboard and decommission equipment in asset management system
Requirements
• Excellent written and verbal communication skills
• Ability to deliver in-person, hybrid and/or remote trainings to end users
• 3+ years experience supporting, operating, or troubleshooting UCC tools in a corporate environment:
• Microsoft Teams
• Microsoft Teams Rooms and Microsoft Surface Hubs
• Microsoft Whiteboard
• Microsoft Stream
• Microsoft 365
• Microsoft Intune
• Cisco Webex Control Hub
• Pexip Infinity
• 3+ years experience supporting, operating, or troubleshooting AV systems in a corporate environment:
• Crestron NVX and control systems
• Biamp Tesira DSPs
• Wireless microphones and discussion systems
• Dante audio and AVoverIP
• Production video switchers, cameras and recording equipment
• Digital signage