What are the responsibilities and job description for the Video & Voice Specialist position at SPECTRUM?
Company Overview
Spectrum is the nation’s fastest-growing mobile provider and leading internet provider. Our tech teams create, develop, and operate leading connectivity products serving nearly 100 million users and 500 million devices. We connect people to what’s next.
JOB SUMMARY
Under direct supervision, the Video & Voice Specialist acts as tier I for operational support for all telecommunications and unified conferencing services. This includes onboarding services for new telephones, WebEx accounts and trouble shooting. In addition, they perform daily health status on highly visible conference rooms. This team works from the IT designated ticketing system and emails to the team email account.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Perform daily monitoring to validate the health of Company phone, video and web conference systems.
Assist in reporting usage and systems statistical data.
Assist customers with room setup, conference creation and instructions on use of conferencing systems.
Leads troubleshooting efforts on voice, video, and web conferencing technology through the Company ticketing system.
Technical leader for incident diagnosis and determining the most effective way of resolving outages.
Diagnose and resolve system issues utilizing tools such as: WebEx Admin Tool, TMS, Avaya Meeting exchange.
Assist with documentation and support of voice platform implementations.
Provide training and assistance to team members and cross-functional partners.
May provide support of telephony & video conference project plans for various sites (micro, moderate, multitieres, etc.).
Participates in the planning, system specifications for implementation and execution of approved plan.
Contributes to long term strategy for design and implementation of global telephony and video conference plans.
Assists in the planning for disaster recovery and restoration scenarios. Participates in the restoration and issue resolution efforts during major outages.
Perform other duties as requested.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Required Education
Associates degree or higher in Computer Science, Information Technology or related discipline or equivalent combination of education and experience
Required Related Work Experience and Number of Years
Working knowledge in Audio Video and Telecommunications - 1-2 years
Voice operations experience in provisioning, administering, supporting TDM and VoIP telephony platforms - 1-2 years
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Occasional evening and weekend work to meet deadlines and/or significant support issues
On-call work may be an essential function of the job
Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components
Lifting and transporting of moderately heavy objects, such as computers and peripherals
Minimal travel required
WORKING CONDITIONS
Occasional evening and weekend work to meet deadlines and/or significant support issues.
On-call work may be an essential function of the job.
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components.
Lifting and transporting of moderately heavy objects, such as computers and peripherals.
Minimal travel required. INO106 327385 327385BR
Spectrum is the nation’s fastest-growing mobile provider and leading internet provider. Our tech teams create, develop, and operate leading connectivity products serving nearly 100 million users and 500 million devices. We connect people to what’s next.
JOB SUMMARY
Under direct supervision, the Video & Voice Specialist acts as tier I for operational support for all telecommunications and unified conferencing services. This includes onboarding services for new telephones, WebEx accounts and trouble shooting. In addition, they perform daily health status on highly visible conference rooms. This team works from the IT designated ticketing system and emails to the team email account.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Perform daily monitoring to validate the health of Company phone, video and web conference systems.
Assist in reporting usage and systems statistical data.
Assist customers with room setup, conference creation and instructions on use of conferencing systems.
Leads troubleshooting efforts on voice, video, and web conferencing technology through the Company ticketing system.
Technical leader for incident diagnosis and determining the most effective way of resolving outages.
Diagnose and resolve system issues utilizing tools such as: WebEx Admin Tool, TMS, Avaya Meeting exchange.
Assist with documentation and support of voice platform implementations.
Provide training and assistance to team members and cross-functional partners.
May provide support of telephony & video conference project plans for various sites (micro, moderate, multitieres, etc.).
Participates in the planning, system specifications for implementation and execution of approved plan.
Contributes to long term strategy for design and implementation of global telephony and video conference plans.
Assists in the planning for disaster recovery and restoration scenarios. Participates in the restoration and issue resolution efforts during major outages.
Perform other duties as requested.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
- Ability to read, write, speak and understand English
- Working knowledge of telecommunication protocols and telephony network architecture
- Working knowledge of IP networking and routing protocols
- Working knowledge of audio video infrastructure
- Ability to use personal computer and software applications
- Knowledge of company products and services
- Specific areas of accountability include:
- Operation Support
- Infrastructure Knowledge
- Monitoring
- System Documentation
- Capacity Knowledge
- Traffic Engineering
- Circuit Knowledge
- Incident Response
- Performance Analysis
Required Education
Associates degree or higher in Computer Science, Information Technology or related discipline or equivalent combination of education and experience
Required Related Work Experience and Number of Years
Working knowledge in Audio Video and Telecommunications - 1-2 years
Voice operations experience in provisioning, administering, supporting TDM and VoIP telephony platforms - 1-2 years
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Occasional evening and weekend work to meet deadlines and/or significant support issues
On-call work may be an essential function of the job
Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components
Lifting and transporting of moderately heavy objects, such as computers and peripherals
Minimal travel required
WORKING CONDITIONS
Occasional evening and weekend work to meet deadlines and/or significant support issues.
On-call work may be an essential function of the job.
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components.
Lifting and transporting of moderately heavy objects, such as computers and peripherals.
Minimal travel required. INO106 327385 327385BR
Salary : $0
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