Let's begin! Technical Support Analyst-UCC

Posting Title

UCC Technical Support Analyst

City

Global

Regular/Temporary

Regular

Line of Business

Technical Service Group

About the role:

We are seeking a highly motivated and skilled Unified Communications & Collaboration (UCC) Support Engineer to join our dynamic team. In this fast-paced environment you will be instrumental in providing exceptional technical support for our meeting rooms and production-style events ensuring seamless communication and collaboration experiences for our internal teams executive leadership and external partners. You will be responsible for the setup maintenance and troubleshooting of a range of cutting-edge UCC technologies playing a vital role in the success of critical business events. This role requires a proactive individual with strong technical acumen excellent customer service skills and the ability to thrive under pressure.

Functional Responsibilities for this position include:

• To provide onsite Audio-Visual meeting room support services including system operation troubleshooting and maintenance of electronic communication systems such as video conferencing meeting room support event support and control systems.
• Diagnose faults accurately and operate all aspects of audio visual video conference display and presentation technologies safely and correctly.
• Ensure efficient and effective operation of meeting room AV systems to minimize downtime and maximize performance.
• To ensure a prompt courteous and appropriate response to all customer requests for assistance support urgent needs and room administration the role involves adhering to defined service level agreements while collaborating closely with other front-of-house services.
• Maintain the general tidiness cable management safety and order of the service area and meeting rooms ensuring the highest room standards at all times.
• Diagnose and remedy faults and problems with AV VC and TP systems accurately and swiftly.
• Engage in heavy customer interaction frequently working with supervisors and/or functional peer group managers on matters involving different functional areas other company divisions or units or customers and the company.
• Provide support for high-profile meetings including executive leadership team external clients with regular meetings with internal partners to help implement customer-driven updates.
• Facilitating problem-solving and collaboration meeting with internal partners and gathering feedback.
• Accurately connecting and configuring all AV components to ensure seamless operation including power video audio and network connections.
• Accurately following ITIL process and procedure guidelines for managing workload

Role Requirements include:

The (UCC) Support Engineer role is highly responsive and requires a proactive individual with strong technical and customer service skills. In addition to the core responsibilities the role also involves the following:

• Equipment Moves and Physical Setups for Events: The role also has physical demands where the team handles transporting setting up and dismantling AV hardware such as (but not limited to) projectors screens speakers microphones lighting rigs and associated cabling. This often involves lifting and moving heavy items like large displays and sound systems. Responsibilities include ensuring all systems function properly minimizing downtime through troubleshooting and adapting to various situations to deliver event solutions independently or under direction.
• Pre Event: Thoroughly testing all AV systems prior to events to identify and resolve any technical issues ensuring all equipment is fully functional and optimized for performance.
• Event Support: The team will assist in the planning coordination and execution of various events ensuring seamless operations and exceptional attendee experiences. Providing immediate technical support during events proactively identifying and rectifying any AV malfunctions or user issues. The role requires excellent communication skills attention to detail and the ability to work under pressure. This includes providing exceptional VIP support to executive leaders coordinating events and ensuring we have resources to enhance their overall experience.
• Collaboration and Customer Interaction: Work closely with the UCC towers of Operations and Engineering following agreed processes and engaging in a collaborative approach. Provide excellent customer service managing incidents service requests customer interactions and troubleshooting of a range of cutting-edge UCC technologies.

The key competencies for this position include:

• Provide support for high-profile meetings including executive leadership team external clients with regular meetings with internal partners to help implement customer-driven updates.
• Collaborate with Information Security to implement security architectures that protect data beyond company network boundaries.
• Demonstrate initiative and accountability in resolving day-to-day challenges and consistently improving the production environment.
• Prioritize tasks efficiently perform well under pressure and demonstrate strong organizational skills in managing and resolving escalated incidents.
• Identify test reproduce report and collaborate with engineers to resolve bugs and verify fixes.
• Implement and configure back-end technology for conference rooms and A/V setups.
• Understand workflows for client-side provisioning processes such as network firewall and Active Directory requests.

Qualifications/Skills: (Required minimum education and work experience for this position):

• An associate degree or equivalent experience in a relevant field with 2-4 years of experience in Audio Visual Support or a related discipline.
• Knowledge of SIP VoIP MPLS AVoIP and related network protocols.

• Excellent communication and customer service skills with the ability to explain technical concepts to non-technical users.
• Ability to work both independently and collaboratively within a team in a fast-paced environment with demanding timelines.
• Proficiency in audio visual technologies including but not limited to Cisco Polycom Neat Crestron and Extron.
• Strong working knowledge of Microsoft Teams and Teams Rooms environments including troubleshooting and administration.
• Hands-on experience with AV hardware including video conferencing systems (e.g. Neat Bars Poly) camera systems displays and audio equipment.
• Familiarity with AV control systems preferably Crestron including basic operation and troubleshooting.
• Understanding of professional audio systems ideally with some exposure to Biamp or similar audio processing platforms.
• Experience supporting live production events including managing audio video and camera systems.
• Strong problem-solving and analytical skills with a proactive approach to identifying and resolving issues.

Desirable Skills:

• Familiarity with remote management and monitoring tools for UCC systems.
• Basic understanding of video switching and routing concepts.
• Any relevant certifications in AV or UCC technologies (e.g. Crestron Biamp Microsoft).
• Experience with ServiceNow is advantageous.
• Possess experience with Communication Hub and/or SaaS environments.
• General knowledge of DNS Active Directory SCIM provisioning authentication protocols and SAML response with network troubleshooting related to UCC devices.
• Understanding of SSO (OKTA) and VPN split tunneling.

Work hours:

The position requires 40 hours of work per week from Monday to Friday. Onsite support hours are from 08:00 to 18:00. Occasionally a late shift may be necessary and flexibility to work additional hours outside of the standard work schedule to support events or critical issues including weekends which are required to meet business needs. There may also be occasional travel requirements.

Perform all other duties and responsibilities as required by the immediate manager/supervisor.

Department/Team

With 400 employees and 800 contractors worldwide Moodys TSG is the largest department of Moodys Shared Services. It provides end-to-end technology solutions for Moodys Investors Service and Moodys Shared Services as well as infrastructure for Moodys Analytics. The development and ongoing support of key ratings and enterprise systems ensure the companys premier standing among credit rating agencies and enable its evolution among regulatory and business demands. TSG continuously seeks talented individuals to drive the execution of its technology roadmap which offers exciting career opportunities in program management business analysis enterprise architecture software development quality assurance IT risk management vendor management technology operations and service management.

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EEO Policy

Moodys is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability protected veteran status or any other characteristic protected by law.

Securities Trading Policy (STP)

MIS and MSS Candidates are asked to disclose securities holdings pursuant to Moodys Policy for Securities Trading. Employment is contingent upon compliance with the Policy including remediation of positions in those holdings as necessary.