Voice/Video Operations
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Voice/Video Operations
Ref No.: 17-10251
Location: Waukegan, Illinois
Position Type:Contract
Start Date: 10/25/2017
Position: Voice/Video Operations 
Location: Waukegan
Contract Duration: 2+ years 
Start: ASAP
 
The Voice/Video Operations administrator is responsible for administration and support of Voice and Video. This includes monitoring of systems and ticket queues, system administration, customer support, technical troubleshooting and incident remediation.
The individual is expected to support Voice and Video technologies using ITIL based operations processes and best practices.   
Key Responsibilities:
  • Provide telecommunications and video support to staff, business partners, and customers.
  • Configure and administer the Audio Visual hardware, Cloud base applications and services within the networks.
  • Perform administration of call center systems such as PBX , ACD, voice mail, wallboard, call recording and reporting systems.
  • Work in partnership with other departments and users to develop and deliver audio visual services that will achieve expectations.
  • Identify and resolve complex voice and video problems (Tier 3 support) utilizing structured troubleshooting procedures, tools, and techniques.
  • Follow ITIL based standards for incident, request, problem and change management using tools and processes.
  • Work with a wide range of customers from executives to technology peers, providing support and fostering positive relationships both within IT and between IT and other departments.
  • Assist the IT Department to resolve problems as needed to ensure that customers receive prompt, efficient service in accordance with company policies.
  • Address system downtime with the appropriate sense of urgency and documented root cause analysis, presented to Management with process improvements implemented to minimize future interruptions.
  • Working without direct supervision with the ability to organize, execute and complete projects and assignments in a timely and efficient manner is required.