Senior Technology Operations Analyst

About this role:

Wells Fargo seeks seasoned white glove video conferencing support specialist. This position will perform second level diagnosis troubleshooting and resolution for intermediate to complex video conferencing data or voice communication network issues. Recommends and implements video conference and audiovisual solutions to support business needs and solve customer problems. Orders tests certifies installs and configures new and upgraded video conferencing hardware and software. Coordinates and implements move/add/change requests. Responds to break/fix issues escalating to and managing or coordinating vendors as needed. Uses video conferencing management and observability tools to manage and monitor video conferencing health. May be responsible for overall change management process. Acts as subject matter expert on video conferencing initiatives and identifies and remediates issues proactively. Maintains documentation. May participate with technology stakeholders for research and remediation of complex video conference traffic issues. Will work independently onsite but with support of tight-knit remote team.

This position provides all aspects of videoconferencing and audio-visual support including customer-facing call set up and management end user training troubleshooting and follow through on escalation of trouble incidents occurring during calls. Proactively troubleshoots assesses and coordinates equipment and system repair as required. Creates updates and resolves service tickets. Demonstrates strong client-facing customer service skills able to diffuse and control escalated situations effectively while projecting a calm and professional demeanor even during stressful situations. Communicates over telephone face-to-face video or in-person with end users of all levels up to senior management and technical partners to assist in diagnosing and repairing audio video and network issues remotely in real-time. Flexible to solve special one-off requests from leaders as needed. Build relationships with key technology partners Executive Support team and executive admins. This role will co-lead white glove support resources in New York and Charlotte and will be responsible for maintaining strong working relationships with executive administrators and key technology stakeholders.

In this role you will:

• Will perform second level diagnosis troubleshooting and resolution for intermediate to complex video conferencing data or voice communication network issues.

• Recommend and implement video conference and audiovisual solutions to support business needs and solve customer problems.

• Order test certify install and configure new and upgraded video conferencing hardware and software.

• Coordinate and implement move/add/change requests.

• Respond to break/fix issues escalating to and managing or coordinating vendors as needed.

• Use video conferencing management and observability tools to manage and monitor video conferencing health.

• May be responsible for assisting in change management process.

• Act as subject matter expert on video conferencing initiatives and identify and remediate issues proactively.

• Participate with technology stakeholders for research and remediation of complex video conference traffic issues.

• Work independently onsite but with support of tight-knit remote team.

• Provide all aspects of videoconferencing and audio-visual support including customer-facing call set up and management end user training troubleshooting and follow through on escalation of trouble incidents occurring during calls.

• Proactively troubleshoot assess and coordinate equipment and system repair as required.

• Create update and resolve service tickets.

• Demonstrate strong client-facing customer service skills and diffuse and control escalated situations effectively while projecting a calm and professional demeanor even during stressful situations.

• Communicate over telephone face-to-face video or in-person with end users of all levels up to senior management and technical partners to assist in diagnosing and repairing audio video and network issues remotely in real-time.

• Be flexible to solve special one-off requests from leaders as needed.

• Build relationships with key technology partners Executive Support team and executive admins.

Required Qualifications:

• 4 years of Technology Operations experience or equivalent demonstrated through one or a combination of the following: work experience training military experience education

• 4 years of strong hands-on customer-facing professional audio visual video conferencing/ telepresence -specific installation technical support / troubleshooting experience in a corporate environment.

• 4 years of working knowledge of Cisco or Polycom video conferencing endpoints

• 4 years of experience remotely managing multiple in-progress video calls simultaneously troubleshoot and resolve common video conferencing technology problems (audio video control) in real-time using conference management tools such as Cisco WebEx Control Hub TMS Crestron Fusion.

Desired Qualifications:

• MS Teams Room implementation/support

• Teams Admin Center/Call Quality Dashboard

• ThousandEyes Vyopta or other observability tools

• Cisco Unified Communications Manager (CUCM)

• ServiceNow or similar ticketing platform

• Crestron Extron and audio DSP experience a plus.

• Must be punctual and able to work well under the pressure of troubleshooting managing and interacting with clients in-person or via live video calls in real-time.

• Must be comfortable and productive working onsite independently and with remote video conference team peers using collaborative tools.

• Basic knowledge of videoconference network topology.

Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements skills experience or work location. The range listed is just one component of the compensation package offered to candidates.

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability status as a protected veteran or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit Market Financial Crimes Operational Regulatory Compliance) which includes effectively following and adhering to applicable Wells Fargo policies and procedures appropriately fulfilling risk and compliance obligations timely and effective escalation and remediation of issues and making sound risk decisions. There is emphasis on proactive monitoring governance risk identification and escalation as well as making sound risk decisions commensurate with the business units risk appetite and all risk and compliance program requirements.

Applicants with Disabilities

To request a medical accommodation during the application or interview process visitDisability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.