Milestone Technologies, Inc.

  • AV/VC Operations Technician

    Job ID
    2018-6634
    # of Openings
    1
    Category
    IT/Engineering
    Hire Type
    Regular Full-Time
    Job Category
    Customer Service
  • Overview

    Milestone Technologies, Inc. is a leading IT Managed Services and IT Professional Services solutions provider headquartered in the Bay Area and serving clients globally. Our unique approach to IT Managed Services includes Contact Center Services, Internal IT Support, Data Center Operations, Workforce Solutions, and IT Professional Services.

     

    Milestone is looking for passionate and motivated professionals who go above and beyond to solve the world’s biggest problems through innovation and technology. Our vision is to revolutionize the way technology is deployed and supported worldwide. This role serves as a key member of the Desktop Support team for our technology customer.

     

    You will be an experienced AV/VC Operations Technician with excellent Video Conferencing, event coordination and troubleshooting skills and happy to work in a dual role. You will provide first line AV client support and will be the initial contact for telephone, email and direct requests from customers and field technicians for AV/VC services, provide VC and telephone support to users, VC booking and scheduling services, assist in conference setup and troubleshooting.

    Responsibilities

    • Monitor and coordinate Video Conference calls, Live Streams, and recordings
    • Provide operational support to specific classes of Live Streaming events
    • Maintain test environment for calls before their start, during the event and after their completion
    • Monitor assigned videoconferencing calls on end users’ event sites. Troubleshoot as needed to satisfy the end user’s needs and escalate if necessary
    • Train users on custom videoconferencing systems
    • Communicate with the team throughout the day as it relates to assigned calls, day-to-day functions, operations, scheduling, and any other videoconferencing related issues via phone, chat, emails and direct personal contact
    • Take on tasks, special projects or assignments when requested by client and execute them within the given timeline
    • Maintain proficiency in videoconferencing and collaborative technology as well as professional office skills both of a technical and non-technical in nature
    • Use a trouble ticket system to open, track, and resolve support requests 

    Qualifications

    • Working knowledge of audio and visual conference room equipment including but not limited to audio processors, microphones, cameras, cabling, and PC gear
    • H.323 and Hangouts knowledge as well as familiarity with the AV/VC industry in terms integrators, hardware manufacturers, and best practices
    • Experience on multiple operating system platforms (Windows, Linux, and Mac) is preferred
    • Ability to create and maintain technical documentation

     

    Skills

    • Strong customer service skills
    • Possess strong interpersonal, written, and oral communication skills, be able to present ideas in a user-friendly language and enjoy working in a team-oriented, collaborative environment.
    • The ability to prioritize and execute tasks in a high-pressure environment and make sound decisions is required, along with a keen attention to detail and strong customer service skills
    • Proficient working with spreadsheets, documents, and presentation tools specifically those that are Cloud based.

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