VTC Technician will be based at one of three sites in Iraq (Union III) and serve the Operations and Maintenance Support Services (OMSS) contract in support of the U.S. Department of State. The VTC Technician supports Tier 1/2 video conferencing equipment and provides ongoing Video Conferencing Technical Support to the customer. This position is responsible for resolving issues related to in-room technology; AV/VC equipment failure, physical malfunction and software configurations and conduct root cause analyses to improve processes and trend reoccurring issues to improve service. This position serves as the escalation point for the Events Service Team.

DUTIES:

• Communicates with team, as it relates to assigned calls, day-to-day functions, operations, scheduling, and any other videoconferencing related issues.
• Assesses and reports on performance and usage numbers.
• Schedule and manage telephone meetings using phone conference, VTC and UC meetings
• Support various operations and maintenance (O&M) task for a variety of media systems, including live and delayed streaming broadcast.
• Perform system integrity and connectivity test to ensure system availability.
• Troubleshoots and maintains all technology pertaining to the AV System in all conference rooms on a Tier 1/2 basis. Serves as the subject matter expert for Video Conferencing Technical Support.
• Provides ongoing Video Conferencing technical support.
• Maintains the ticketing systems to open track and resolve assignments.
• Assists with Make/Add/Changes requests throughout the facility pertaining to AV and VC.
• Troubleshoots as needed to satisfy the end users’ needs and escalates if necessary.
• Swaps equipment as needed to maintain service levels.
• Ensures all VTC systems and subsystems remain compliant with all applicable Federal and DoD regulations.
• Develop and maintain documentation of all process associated with administration of the network and duties performed by network and systems administrators.
• Manages DoD video conferencing requests to maintain customer satisfaction.
• Maintains and enhances customer services by organizing and evaluating service and delivery systems, and procedures.

REQUIRED  QUALIFICATIONS:

• Experience with industry standard bridging services.
• Experience supporting communications/media systems such as: phone conference systems, VTC systems, UC interfaces, live and delayed streaming video and digital signage technologies.
• Experience with Video Teleconference (VCT) and Unifies Communications (UC) technologies.
• Experience in equipment integration, handling, break/fixing, and configuring all hardware  related to VC: projectors, VC hardware, Audio, Video and Control connector types, and  cable types, to include BICSI.
• Experience with media/VTC/UC vendors and technologies such as Polycom, Microsoft Lync (Skype for Business), VBrick, Sonus, Cisco, Ectocrypt, Acano etc. As well as, Crestron/ Vortex, Crestron Toolbox, Clearone DSP software.
• Experience in troubleshooting software development processes and ability to understand and implement client requirements.
• Experience in design and installation of digital audio and video signal processing and routing equipment.

Knowledge, Skills and Abilities:

• Ability to create charts, reports, and graphs for management review.
• Cross-cultural sensitivity with an international perspective.
• Excellent organizational and time management skills.
• Computer skills, specifically in Microsoft Word, Excel, and PowerPoint.
• Demonstrate knowledge of VTC technology and equipment and coordinating VTC meetings across multiple sites.
• Familiarity with Microsoft Active Directory/GPO integration with SCCM.
• Possess good knowledge of different software systems, client/server architectures and various compatibility requirements.
• Ability to map AV systems without system drawings.
• Ability to become an active and functioning member of a team.
• Ability to be innovative and be an agent for change.
• Must be responsive, efficient, have excellent customer interaction, and exhibit a high level of professionalism.
• The ideal candidate will not find difficult tech problems deterring or frustrating, but intriguing and will welcome the challenge.
• Must be comfortable working in a fast-paced, demanding environment, under immense pressure. The pace requires independent and confident thinking, self- motivation, and determination.

Education: A high school diploma or GED. A vocational diploma in Communications, Electronics, Electrician, or Internet Technology or have completed a certified copier technical program.