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Level 3 Tech - Telephony and Audio-Visual Support
Ref No.: 19-00826
Location: Santa Clara, California
At eXcell, we set you up for job success right from the start. Our precision recruiting process aligns the right fit for the right people. 
 
Overview: You will work in a corporate environment located onsite with one of our largest and most well-known customers. This position is in the Video Collaboration group providing Telephony and Audio-Visual support

Your duties will include but are not limited to:
  • Quickly troubleshooting telephony systems (voice over IP predominantly and also some legacy land line equipment), with minimal use of BKMs
  • Phone PBX systems maintenance and troubleshooting out of scope – support will be limited to end point phone devices.
  • Quickly troubleshooting AV systems with minimal use of BKMs
  • Engage external vendors for RMA replacement and out of scope maintenance
  • Improvise and use creative troubleshooting to work around rooms that are hard down
  • Building and maintaining IPL GC3 Files (removing and adding drivers)
  • Updating Extron and AMX firmware for preventative maintenance
  • Requires an in-depth knowledge of the functionality of monitors, projectors, VOIP phone equipment, legacy land line phone equipment, and video conferencing systems
  • Managing and completing Quarterly Preventative Maintenance project
  • Creating / resolving break-fix tickets by monitoring client ticketing system
  • Engaging customers' requests for meeting support
  • Escalating large break-fix issues and workarounds to VC Lead Technician
  • Manage site inventory and spares with use of database
  • Acting as point of contact for Level 2 Technicians
  • Engaging VC Lead on site for large project deployments and floor renovations and escalations
You will have frequent interaction with clients in person and via phone, email, and IM. You will be working in a dynamic team and cross training to backfill for peer team members. We will challenge you with additional responsibilities, assigned periodically, aimed to help meet client needs and provide you with continuous hands-on training and experience. 

Requirements:
  • 3+ years Telephony support required, Audio-Visual support experience preferred
  • Must be able to troubleshoot voice over IP and legacy landline end-point telephony systems; box-to-wall
  • Must be familiar with the troubleshooting of integrated audio systems (such as Clearone), track and update wireless microphone frequencies, group, and channel spreadsheet
  • Must understand AMX / Extron Control System Functionality (Master Controllers, RS-232, Touch Panels, GC3 Configuration, pull control code, and touch panel files from AMX / Extron devices)
  • Must understand Extron components and integrated AV signal paths (Scalers, Switchers, DAs, Extenders) for high level troubleshooting
  • Experience with telephony equipment such as Avaya, Cisco or other, PBX, voice over IP or similar system
  • Experience with a ticket management system (such as Remedy or ServiceNow)
  • May be required to travel between sites using personal vehicle / company van
  • Must be able to lift up to 35 lbs. solo
  • May be required to walk / sit / stand / crawl / kneel for extended periods
  • Must have excellent customer service skills and excellent written / verbal communication skills (especially written for email or IM)
  • Meticulous attention to detail
  • Requires knowledge of Microsoft suite (Outlook, Excel and Word primarily) and Windows
 
We will consider for employment all qualified applicants, including those with criminal histories, arrest, and conviction records in a manner consistent with the requirements of applicable state and local laws. This includes the City of Los Angeles Fair Chance Initiative for Hiring Ordinance as well as the San Francisco Fair Chance Ordinance.

W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.