Job
Description
Job description Technical Operational Role: The role is owning responsibility for complex, high priority issues for AV/VC products polycom, Cisco, Jabra, Creston, ZOOM, Blue Jeans. Cloud Video conferencing Solutions & Other OEM's. Technical Escalation Management : Ability to drive, front end incidents, escalation calls and communication to all parties. Delivering a first-class Customer Service and maintaining good Customer Relations as well as Communications are key to this role. Key Spoc: Escalation SPOC for Build and Operational AV/VC products and endpoints like Polycom, Cisco, Jabra, Creston etc..AV/VC related Incidents. Ensure Service Delivery as per agreed SOW and agreed SLA. Assessment and audit of existing customer for Audio Visual & Video Conferencing (AV/VC) solutions. Working with engineering team to finalize technical solution in the context of a specific project with extents to Orange product and managed services enhancements. Stay abreast of technical, financial, strategic and operational issues, options and advancements within the AV/VC industry relevant to the Orange services portfolio. Getting resolution from OEM, third parties, vendors and suppliers for fault and design query. Work closely with BAU teams and Project Managers to ensure deliverables are identified and actions completed. Manage technical changes throughout the project phase Work on change management to transition the projects to BAU teams. Manage external/internal stakeholders during project phase and BAU transition. Jointly work with technology teams to drive continuous improvement and productivity benefits. Rich hands on experience of build & troubleshooting of Polycom AV/VC products, Cisco, Jabra, Creston, ZOOM, Blue Jeans Cloud Video conferencing Solutions. Required basic knowledge of Microsoft Exchange, Active Directory and Windows Servers. In depth knowledge of AV/VC systems Polycom HDX, X, GS series , Jabra, Plasma screen, Concierge services and features, Networking, Linux / Windows OS. Hands on experience (build and Manage) AV/VC products like : Hands on experience on installation and troubleshooting on all type of AV/VC products from Polycom, Cisco, Jabra, Creston, ZOOM, Blue Jeans Cloud Video conferencing Solutions Polycom real Presence Clariti, Realconnect for O365, Voice/Video endpoints, Microsoft Voice endpoints, ZOOM Hands on experience of handling endpoints liks RealPresence Group Series 300, 310, Polycom Trio 8800 & 8500 Polycom SoundPoint IP Polycom VVX Series, Skype for Business edition VVX series Skype for Business edition Trio 8800 & 8500,Polycom RealPresence Centro, Polycom RealPresence Medialign, RealPresence Group Series, Polycom HDX, RealPresence Desktop (excluding Immersive and CX8000) Installation and troubleshooting knowledge on the Video endpoints components like Plasmas, Camera's, Projector, Microphones System status, internal diagnostics , Touch pad (User Interface device) Excellent in depth troubleshooting, analyzing & managing the critical Incidents, Problem tickets with out of the box thought process Experience in preparing LOE and POA for complex Change, Major Planned/unplanned activities, designing POA for complex Change/Project. Good knowledge in preparing RFO, RCA's, documentation, Knowledge Bank.
