Onsite Video & Live Events Support Technician

Description -

This is for an on-site role in Belo Horizonte MG

Job Summary

This role is part of a team responsible for supporting the customers video conferencing environment and live events including both onsite and remote coverage. Responsibilities include providing technical support and troubleshooting for customer video conferencing and live event issues; tracking and resolving incidents; providing MACD support (including installing updating configuring and decommissioning video conferencing and event equipment); and maintaining a support knowledge base and technical checklists for local rooms and event spaces.

The role also includes supporting live events through onsite and remote event coverage coordinating and managing streaming platforms and links monitoring live sessions and ensuring a highquality experience for presenters and attendees. Additional responsibilities include guiding customers in the use of video conferencing and live event tools supporting boardroom and executive meetings providing user training and escalating issues to other internal teams and external vendors as needed

Responsibilities

• Provide technical support for a customers end users.
• Open tickets for incidents and maintain the customer incident management and CMDB systems.
• Provide on-site support for video on-site Move Add Change Delete (MACD) requests. This includes installing configuring maintaining and removing video equipment as requested.
• Escalate issues to Poly and provide updates on problems with standard Poly video conferencing products to help resolve customer issues.
• Provide technical support in the resolution of non-Poly related issues including but not limited to 3rd party appliances and peripherals.
• Update and maintain customer video environment documentation and process documentation.
• Assist in maintaining asset management for videoconferencing equipment including adding information to a database and tracking the location of assets.
• Perform any required testing and recovery from any Network breach related to virus attacks or any other fraudulent activities that affect managed video services on Poly equipment.
• Validate end-to-end service functionality upon completion of installation activities.
• Deinstall and dispose of displaced hardware/assets as required in accordance with customer asset disposal policies.
• Provide onsite and remote support for live events including preevent testing live monitoring and postevent followup
• Maintain eventrelated documentation checklists and knowledge base content to support repeatable and scalable delivery
• Coordinate with customers event organizers and internal teams to ensure the successful execution of hybrid and virtual events

Education & Experience Recommended

• Associate degree or equivalent experience preferred.
• 2 years of Video Conferencing background supporting Audio-Visual systems including experience with Poly products and/or 3rd party video conferencing devices.

Preferred Certifications

NA

Knowledge & Skills

• Knowledge of Microsoft Teams rooms and Zoom Room conferencing is essential.
• Experience with installing and troubleshooting Poly video conferencing devices.
• Experience with Trouble Ticket and Incident Management software systems preferred.
• Experience with troubleshooting and incident diagnosis of computer and/or networking systems preferred.
• Must be highly organized detail-oriented self-motivated and able to work with little supervision.
• Good verbal and written communication skills are a plus.
• Proficiency in speaking reading and writing English is preferred.
• 2 years of working experience with customer services in a direct hands-on customer-facing role (not telephone support) with exceptional professionalism and customer service skills.
• Understanding of data network fundamentals: TCP/IP cabling and LAN troubleshooting is a plus.
• Ability to support and troubleshoot live events in real time including audio video connectivity and streaming issues
• Experience managing and monitoring streaming platforms event links and virtual meeting access
• Strong problemsolving and troubleshooting skills with the ability to remain calm under pressure
• Ability to work independently and collaboratively with customers event organizers and crossfunctional teams

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Equal Opportunity Employer (EEO) -

HP Inc. provides equal employment opportunity to all employees and prospective employees without regard to race color religion sex national origin ancestry citizenship sexual orientation age disability or status as a protected veteran marital status familial status physical or mental disability medical condition pregnancy genetic predisposition or carrier status uniformed service status political affiliation or any other characteristic protected by applicable national federal state and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information review HPsEEO Policy or read about your rights as an applicant under the law here: Know Your Rights: Workplace Discrimination is Illegal