Support the end-to-end aspects of services under their remit including but not limited to service engineering, L3 Conference room endpoint and infrastructure support, Escalation management, Vendor management and service roadmaps and standards.
Incident Resolution and Escalation Management
Communication and alignment with other teams internal and external to IT Services
VMS
Conflict resolution
Performance management – service / KPI
Knowledge transfer to the other team members
Very good understanding in umbrella protocols (H323 & H320) & SIP
Work experience on Microsoft Teams rooms
Work experience on Microsoft Surface Hub

Bachelor's degree in technical field or equivalent work experience
More than 4 years of experience in Video conferencing and collaborations technology support in large complex network environments.
Possesses a solid background in Video conferencing and Video Collaboration infrastructure devices
Knowledge of specific applications, devices and systems including but not limited to: Microsoft Teams Rooms Microsoft Surface Hub. Condeco Microsoft Teams Panel. Teams Phone. Meeting room Peripherals. TANDBERG CISCO and Poly Video conferencing endpoints. Poly DMA, Clarity Manager Knowledge on ISDN Gateway. Real connect Service.
Possesses a strong understanding of Call Signalling including such elements as: Global Call routing and signalling in a neighbouring gatekeeper environment. Very good understanding in umbrella protocols (H323 & H320) & SIP. Very good knowledge in Voice, Video and Signalling standards & protocols.
Possesses an advanced knowledge of the Service Now system

Meeting Room Operation Support Engineer

Key skills