VTC Operator York Telecom
Location : Fort George Meade MD US 20755
Job Type : Full Time
Shift/Hours : First Shift (Day)
Career Level : Experienced (Non-Manager)
Education : Certification
Skill : Information Technology -> Operations Consultant, Telephone / Voicemail System, Networking, Hardware Troubleshooting, User Support Skills, Telephony
Customer Service -> Frontline Support, Face-to-Face Support, Phone Support
Category : Creative/Design
Job Description :
At Yorktel we don?t make video, we make video work. We design, integrate and manage world-class video solutions that enable visual communications ? anytime, anywhere, anyway. From video conferencing to streaming video, media services to digital signage, Yorktel makes video work ? for you.Our philosophy is clear: Simplify. Innovate. Connect.
-----MUST POSSESS A TS/SCI CLEARANCE-----
We are currently seeking a VTC Operator with a TS/SCI Clearance to be responsible for on-site technical support of assigned customer audio and video incidents and service requests. This position will provide support and testing of all video and audio systems to determine the system functionality issues within the customer environment and will complete all assigned incident tickets to resolution. This position is responsible for building the customer relationship and ensures customer satisfaction.
This position reports directly to the assigned Program Manager or Senior Lead Technician. The assigned Program Manager will provide direction and support to the VTC Operator in regard to the following areas; new Yorktel products and services, procedures and guidelines, advanced technical escalations, career development, and employee escalation issues. This position will work directly with other team members within the organization for day to day resolution of customer incidents. This position will also from time to time be expected to communicate internally with project managers, account managers, maintenance implementation managers, engineering staff, and sales to keep all parties up to date on the resolution of customer issues.
Strong written and verbal communications internally and externally are essential. The ability research, analyze and compile standard video issues for escalation and attention within the client organization. This position should have appropriate knowledge of Audio/Visual technologies and infrastructure and functionality to effectively service customers. This position should have strong customer service skills and be able to diffuse and control escalated situations effectively to service the customer. In-depth understanding of broadcast, VTC (Video Teleconferencing) systems, video and audio streaming technologies. Familiarity with Ft. Meade structure, operations, policies and procedures. Outstanding customer service skills are a must since the VTC Operators will be in personal contact with the end user on a daily basis.
This position will have the authority to provide input on processes and procedures within the department. This position will have the ability to resolve customer issues and will be expected to escalate and assign customer escalations to the appropriate team member or departments that are beyond the Senior VTC Operator's technical proficiency.
Internal & External Relationship Responsibilities:
This position regularly influences internal and external customers to achieve a mutually desirable outcome. This position will trouble shoot issues, make recommendations to internal parties and customers with regard to concerns or issues, and ensure resolution of any problems working closely in conjunction with assigned team members. This position requires regular planning and team work in order to assist with the coordination of resources within Yorktel to support incoming Customer issues. This position must will regularly communicate answers to complex questions and respond to detailed inquiries about technical issues and how to resolve these issues. This position may sometimes handle and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures.
Coordinating and managing client schedules for the use of the Ft. Meade Studio to include scheduling/establishing multiple party VTC conferences, de-conflicting customer schedules, and ensure facility readiness as needed on a five days per week, eight hours per day (5 X 8) basis. The core operational hours are from 0730 to 1700 hours, Monday through Friday, and are not limited to a fixed 8 hours per day basis. Operational support may be required for early, extended hour, or weekend DVS-G Studio operations depending on mission requirements
Operating and maintaining cryptographic equipment (KG-194) and keying material for the operation of secure VTC sessions
Provide End User Training on the AV systems and related technology (such as Webex or Lync) as directed by Operations Manager.
Ensuring all Ft. Meade Studio facility equipment is operational and all equipment downtime is immediately reported to the Control Center and that maintenance response and repair is tracked through completion
Ensuring the Ft. Meade Studio facility and contract workspace is maintained, professionally cleaned, and always ready to support Agency customers.
Ensuring up to date Standard Operating Procedures are maintained for all aspects of facility operations and maintenance, and that back-up contract personnel are trained and available for duty when the primary VTC contractor is absent.
Exploring all aspects of Ft. Meade Studio operations and maintenance and continuously seek ways to implement process improvement to maximize customer satisfaction.
Ensure room process/procedures are documented and communicated to all end users to ensure smooth operations of conference room and equipment.
Provide weekly site status reports to operations management team to ensure effective resolution of issues or concerns.
Provide high level of customer service to all customers who require VTC support.
Setup, testing, operation, and tear down of audio visual (AV) and videoconference equipment; (e.g. projection systems, computers, audio- and videoconference equipment, microphones, video cameras, audio systems, and operation of integrated AV systems) in compliance with the set of prescribed Standard Operating Procedures (SOP).
Provide best effort assistance to fulfill any multimedia technical needs as assigned, including all Client collaboration tools (WebEx, Lync, Teleconference setup).
Provide consultation and education to all levels of end users on presentation technology equipment.
Troubleshoot AV and videoconferencing related technology (various projectors, control systems, audio- and videoconferencing) to complete resolution when issues occur
Perform regular preventive maintenance checks (e.g., either report or address troubles such as cable management issues, safety standards noncompliance, etc.)
Escalate housekeeping and technical issues outside of AV and conferencing technology and applications to appropriate department.
Interface with technology vendors for equipment servicing, training, etc. whether warranty or routine maintenance as directed.
Maintain understanding of current and new technology.
Responsible for knowledge of and adherence to all internal Yorktel policies and procedures.
Other duties as assigned.
Job Requirements :
Working knowledge of H.320 and H.323 videoconferencing standards
Ability to troubleshooting of AV Conferencing systems
In-depth understanding of broadcast, VTC (Video Teleconferencing) systems, video and audio streaming technologies.
Familiarity with DVSG structure, operations, policies and procedures. Familiarity with DOD Ft. Meade VTC structure, operations, policies and procedures.
Excellent troubleshooting skills are required to solve problems before, during and after live presentations. Solid technical and maintenance skills to perform audio-visual troubleshooting and basic maintenance as well as computer skills in both Windows and Macintosh operating systems.
In depth understanding of broadcast audio and video, multimedia, VTC (Video-Teleconferencing) systems, video and audio streaming technologies and standards.
Working experience with major videoconferencing equipment such as: Codec?s from Polycom and Cisco., MCU and control systems from Polycom and Cisco etc. ISDN Network Infrastructure and Implementation (BRI and T1 and H.323 Endpoints, Gateways, MCU?s, and Gatekeepers
Experience in Audio Visual Solutions including Videoconferencing, Multimedia, Distance Learning, Facility coordination or Networking systems preferred.
Infocomm Certified Technology Specialist (CTS)
CVE Certification a plus
Additional Skills and Qualifications:
High levels of Professionalism and Integrity
High ability to work with peers
Exceptional customer service skills
Exceptional written, verbal and interpersonal skills.
Strong business acumen and analytic competence.
Excellent problem solving skills
Proactive and coaching management style
Maintain a professional attitude and appearance at all times
Extensive use of business computer systems including Microsoft Office applications such as MS Word, Excel, Outlook and MS Project.
May require occasional lifting (up to 25 lbs)
Requires extensive sitting, standing and walking
Domestic travel requiring multi-night stays within and at times outside the local work area
Valid passport; International travel required
Valid U.S. driver?s license
Must be willing to complete background checks and drug tests as required by current or future contracts
Must possess a TS/SCI clearance
Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.It is our policy to employ qualified persons without regard for race, creed, color, national origin, nationality, ancestry, age, sex, marital or domestic partnership status, sexual orientation or disability. Individuals are considered for employment, promotion, or training solely on their ability to perform the essential functions of the position. Minorities and women are encouraged to apply.
Note to 3rd party agencies and search firms:
Thank you for your interest in Yorktel. It is our practice to recruit and fill career opportunities through the Human Resources, Corporate Recruiting organization. We ask that you not submit candidates for consideration to us without receiving a formal written request from our Corporate Recruiting organization to do so. All resumes submitted; (with or without use of your agency access credentials) will be deemed unsolicited and as such will not be eligible for placement fees. Thank you and we appreciate your cooperation.
Offer Relocation : No
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