Meeting Room Operation Support Engineer

Temporary Telepresence ITIL Conflict Resolution Call Routing Instant Messaging

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Meeting Room operation support engineer

Our aim is to build an outstanding customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business specialists to meet the increasing pace of our business. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.

The opportunity

Operations Engineer has responsibilities within a team of L3 and supports various application platform services across a range of business portfolios. This individual will support the end-to-end aspects of services under their remit including but not limited to service engineering, L3 Conference room endpoint and infrastructure support, Escalation management, Vendor management and service roadmaps and standards.

Your key responsibilities

Incident Resolution and Escalation Management
Communication and alignment with other teams internal and external to IT Services - VMS
Conflict resolution
Performance management – service / KPI
Knowledge transfer to the other team members
Knowledge of Telepresence

To qualify for the role you must have

Possesses a solid background in Video conferencing and Video Collaboration infrastructure devices with an understanding of the deployment and support of different type of Video conferencing and collaboration of different standards in the area of Video and Voice under umbrella protocols.
Knowledge of specific applications, devices and systems including but not limited to:
- Microsoft Teams Rooms
- Microsoft Surface Hub.
- Condeco
- Microsoft Teams Panel.
- Teams Phone.
- Meeting room Peripherals.
- TANDBERG CISCO and Poly Video conferencing endpoints.
- Poly DMA, Clarity Manager
- Knowledge on ISDN Gateway.
- Real connect Service.
Possesses a strong understanding of Call Signalling including such elements as:
- Global Call routing and signalling in a neighbouring gatekeeper environment.
- Very good understanding in umbrella protocols (H323 & H320) & SIP.
- Very good knowledge in Voice, Video and Signalling standards & protocols.
Possesses an advanced knowledge of the Service Now system to record incidents and remediation as well as appropriately use the tool’s features and functions.
- Work experience on Microsoft Teams rooms
- Work experience on Microsoft Surface Hub

Ideally, you’ll also have

Possesses fundamental knowledge of ITIL to recognize appropriate aspects in the Incident, Problem, Change and Availability processes as it related to Data Network activities and workflows.
Maintains solid interpersonal skills to engage in cross business discussions within a matrixed, geographically dispersed organization and to build a solid network of peers and others of influence. Uses these relationships to partner with colleagues based on technical expertise and challenge insightfully to improve connectivity and propose credible options in solutions
Maintains solid communication skills to adapt communication style to the style of others, developing rapport and staying calm under pressure and to build and maintain strong relationships across the levels of a matrixed, geographically dispersed organization using advanced oral and written English communication skills.
Manifests an analytical and problem solving ability appropriate to the role to escalate and negotiate assigned issues in IT technical investigations, to handle multiple and shifting priorities in a timely fashion across a broad spectrum of operating environments and to drive solutions that are both financially sound and operationally feasible.

What we look for

The role is an individual contributor managed by Conference Room Operations lead. While the role is not expected to manage staff, from time to time the role may be asked to participate and to drive select portions of a project or program within IT operations as a temporary assignment aligned to the role’s remit.
The role may generally be supervised remotely and potentially across time zones, using telephone, email and instant messaging and may additionally require after-hours activities such as global group meetings and weekend as well as day/night shift rotation. The role requires the advanced discipline of self-direction and autonomy as needed in a remote working or work from home arrangement. The role may also require the periodic allocation of additional time on the job to ensure multiple demands and escalating issues are managed in a timely manner to restore services.

Education:

Bachelor's degree in technical field or equivalent work experience

Experience:

More than 4 years of experience in Video conferencing and collaborations technology support in large complex network environments.

What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.

EY | Building a better working world

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