Job description

About the Job

Job Title: Conference Room Support Technician (White Glove)

Work Location: Fremont, CA / Livermore, CA

Work Hours (From/To): Regular Business Hours Plus On-Call Availability

Reports To (Title): Client Services Manager

Supervision Received: General Direction- indicates that the incumbent receives guidance in terms of broad goals and overall objectives and is responsible for establishing the methods to attain them. The incumbent oversees an area of work, and typically formulates policy for this area but does not necessarily have final authority for approving policy.

Any incumbent in the current position is expected to perform all the duties of their job description at a minimum level of satisfactory as determined by the position’s ADSL manager(s) and/or the ADSL client(s) this position may be assigned to support. If the incumbent is given a separate job description by an ADSL client, the incumbent will immediately notify his/her immediate manager at ADSL so that the ADSL manager can ensure the ADSL and client job descriptions are compatible. The incumbent understands that the "at-will" employment relationship which ADSL has with all its employees also applies to the assignment of the incumbent to an ADSL client. Therefore, the incumbent understands that an ADSL client may end the incumbent's assignment with the client at any time and at the ADSL client's sole discretion. In such cases, ADSL's continued employment of the incumbent in this position will be evaluated on a case-by-case basis and be further subject to ADSL's business needs and the terms of the "at-will" relationship which ADSL has with all its employees.

Job Description: Selected candidates must be able to independently provide Audio Visual, web/video cast to small and large groups that include executive staff. Must have strong customer service skills and can make decisions quickly and under pressure in support of high-ranking individuals and audiences. Troubleshoot complex audio and visual camera software problems and provide solutions. Follow-up with all customers to ensure problems are resolved. Document any new solutions or problems and submit to management. Communicate any problems or negative customer interactions to management.

Job Responsibilities:

• Basic understanding and using desktop operation systems (Windows 7, Windows 10)
• Microsoft Windows 7 and 10 (Install, configure and trouble shoot)
• White Glove, VIP Support
• Experience with PolyCom and/or Cisco Tandberg Encoders/decoders, cameras, and bridges, or similar
• Cisco remote AV controller, or similar
• Cisco CUCM, VCS, or similar
• MS Teams Conference Room experience is a plus
• Basic operation skill set of AV solution or conference room experience.
• Extensive knowledge implementing video/webcast over LAN and WAN networks
• Able to identify and implement configuration changes to web/video cast servers for multi stream events
• Working knowledge of wireless and VPN technologies, TCP/IP addressing
• Troubleshooting network load and bandwidth issues related to video conference/webcasting
• Working knowledge of various printers (installation and configuration)

Qualifications:

• 2-3 years of experience in conference room support
• MS Teams Conference Room experience is a plus
• Cisco TelePresence Conference Room experience is a plus
• Excellent grasp of the English Language
• Ability to communicate information to appropriate persons
• Excellent customer service skills
• Enthusiasm
• Attention to detail
• Communicates easily with non-technical individuals
• Ability to work in a team environment
• Must have effective interpersonal skills
• Ability to prioritize all tasks, projects, job duties
• Ability to utilize time management skills and able to multitask
• Must have excellent questioning skills as well as the ability to identify, isolate and communicate problems from and to all levels of customer base and staff
• Ability to provide problem-solving solutions over the phone and through email
• Ability to lift up to 50 lbs.

Education/Certifications

• Bachelor’s degree (B.A. /B.S.) or equivalent experience

Note: Critical features of this job are described herein. They may be subject to change at any time; this document does not prescribe or restrict the tasks which may be assigned.

Job Type: Full-time

Pay: Up to $33.00 per hour

Schedule:

• 8 hour shift

Education:

• Bachelor's (Preferred)

Experience:

• conference room support: 2 years (Preferred)
• Customer service: 1 year (Preferred)
• Cisco Telepresence Conference Room scoom: 1 year (Preferred)

Willingness to travel:

• 25% (Preferred)

Work Location: On the road

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