Job Summary

The Video/Telepresence Administrator plays a crucial role in ensuring seamless support and operations for video and telepresence systems. This position is responsible for independently resolving support tickets, providing on-call assistance, and conducting root cause analysis to enhance customer satisfaction and operational efficiency.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Managing Video And Telepresence Systems, Ensuring Compliance With Company Policies.
2. Provide On-Call Support For Escalated Video/Telepresence Issues And Conduct Thorough Root Cause Analysis To Identify And Resolve Underlying Problems.
3. Contribute To Value-Adding Activities Such As Updating And Managing Knowledge Bases, Training New Team Members, And Coaching Analysts On Best Practices In Mecm And Intune.
4. Independently Resolve Support Tickets Related To Video And Telepresence Services Within Agreed Slas, Ensuring Timely And Accurate Solutions.
5. Enhance Customer Experience And Satisfaction Through Effective First Call Resolution, Minimizing Rejected Resolutions And Reopening Cases.

Skill Requirements

1. Solid Understanding Of Video And Telepresence Technologies.
2. Proficiency In Microsoft Endpoint Configuration Manager (Mecm) And Intune For System Management And Configuration.
3. Familiarity With Troubleshooting And Support Processes In A Support Operations Environment.

Other Requirements

1. Optional But Valuable Certifications: Microsoft Certified: Modern Desktop Administrator Associate, Or Relevant Itil Certifications