Ref No.: 19-10976
Location: omaha, Nebraska
 The Video Conference L1 role focuses heavily on individuals who have extremely strong customer service skills along with a technical acumen to allow them to learn the technologies within the Video Conferencing environment within organization. Communication skills and professional appearance are a must as individuals are visible within the Video Conferences. Candidates need to be hyper-focused on dependability, diligence in troubleshooting and customer focused assistance with all staff, partners and customers.

Video Conferencing L1 Support Agents are responsible for support of the user community by resolving video conferencing issues related to hardware, configuration and end user Q and A.

Responsibilities include but are not limited to:
•Configure, and maintain Video Conferencing equipment
Polycom infrastructure (RPRM, DMA, RMX) and codecs (Group Series), Crestron processors, touch panels, scalers, Polycom sound processors and microphones.
•Troubleshoot common Video Conferencing issues for users remotely.Via email, phone, and video conference. Some work on site locally may be required to include basic equipment swap and configuration and maintenance checks.
•Use Customer's BMC Remedy Ticketing; service desk application software for managing a queue of tickets and service requests.
•Respond to telephone calls, email, and personnel requests for complex technical support as well as project support as needed.