VTC Engineer

Required Skills & Experience

• Ability to obtain a Tier 4 (T4) Public Trust Clearance
• Strong customer service, communication, and technical troubleshooting skills
• High level of professionalism in both virtual and onsite environments
• 3+ years of hands-on experience supporting desktop systems and IT environments, including use of an enterprise ticketing system
• Strong experience supporting Windows operating systems
• Experience working within Cisco and Polycom video teleconferencing (VTC) environments
• Working knowledge of VTC/AV systems, including connectivity and support for Microsoft Teams and Zoom meetings

Nice to Have Skills & Experience

• 5-10 years of hands-on experience supporting desktop systems and IT environments, including use of an enterprise ticketing system
• Strong experience of macOS operating systems
• Experience with hardware and system installations in an enterprise IT environment
• Relevant technical degree and/or industry certifications
• Foundational knowledge of networking concepts, including LAN/WAN, TCP/IP, IP addressing, and network hardware

Job Description

• • Perform daily testing and validation of VTC systems, including audio, video, content sharing, and camera functionality
• Troubleshoot technical issues and escalate equipment or network-related problems to appropriate supervisors and designated contacts
• Manage and resolve assigned tickets within ServiceNow in a timely manner
• Monitor the VTC call queue and shared inbox, responding to user inquiries related to VTC systems, Microsoft Teams, Zoom, and Box
• Coordinate, schedule, and escort third-party vendors for routine maintenance of network infrastructure, UPS systems, and other IT equipment
• Collaborate with VoIP and Network teams to support troubleshooting and system testing efforts
• Assist with installation and deployment projects involving VTC equipment, VoIP systems, and digital signage Pay will be based on a variety of factors but will range around $22/hr