Source description
About the role
Operations & Incident Management
Monitor Live Sessions: Actively monitor VTC sessions, hardware, and conferences using the Cisco TMS and CMS to preemptively identify audio/video issues.
Tier I–III Support: Act as the first responder for VTC issues. Provide immediate remote support (via VNC Viewer or TMS remote control) and in-person technical assistance when required.
Ticketing & Trending: Leverage the Service Plus ticketing system to maintain strict accountability of problems and resolutions, identifying trends to recommend system improvements.
Scheduling & Event Coordination
Event Management: Schedule and manage local and remote AV/VTC events, including the reservation of physical room space across NCE Campus East and West.
Network Coordination: Resolve scheduling conflicts for NGA conference rooms across multiple networks.
Secure Comms: Schedule Joint Worldwide Intelligence Communications System (JWICS) VTCs for external agencies using the integrated JWICS scheduling system.
Session Services: Assist customers with recording VTC sessions as needed.
Engineering & Installation
Lifecycle Management: Perform new hardware installations, implement software/firmware upgrades, and modify existing setups across multiple vendor models of collaboration endpoints.
Escalation: Collaborate seamlessly with engineering teams to resolve complex or out-of-scope issues.
Documentation & Training
Technical Writing: Develop and maintain operational documentation (step-by-step troubleshooting guides) to be utilized by varying levels of support staff.
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