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Voice/Video Operations
Ref No.: 17-11583
Location: Waukegan, Illinois
Position Type:Contract
Start Date: 11/30/2017
Title: Voice/Video Operations Administrator 
Location: Waukegan
Duration: 2 year contract 
Rate: DOE 

Job Description : Voice/Video Operations
The Voice/Video Operations administrator is responsible for administration and support of client's 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 the client's ITIL based operations processes and best practices.   

Key Responsibilities:
  • Provide telecommunications and video support to client staff, business partners, and customers.
  • Configure and administer the Audio Visual hardware, Cloud base applications and services within the client's networks.
  • Perform administration of client's 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 client's ITIL based standards for incident, request, problem and change management using client's 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.
Other Duties May Include, But Are Not Limited To:
  • Perform or assist with any departmental operations, as required or directed to maintain workflow and meet production schedules and requirements.
  • Maintain safe work areas and comply with safety procedures and equipment operating rules.
  • Attend and participate in a variety of meetings and task force groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specific level of knowledge pertaining to new developments, requirements and policies.
  • Recommend revisions to control documentation such as production checklists, operating procedures and policy manuals. Make and distribute authorized modifications as required.
  • Maintain work area in a clean and orderly condition. Perform other related duties as assigned.
  • Bachelor's degree in Computer Science or related discipline preferred, or equivalent technical experience
  • ITIL certification preferred
  • Understanding or basic knowledge of Cisco UC platform tools.  Telepresence, Jabber, Webex and the related infrastructure (CUCM, TMS, Prime Suite, and the various other call control servers).
Potential Travel: 5 – 10%