Description
Position Overview:This position is a part of Voice and Video unit under ITSGC. The candidate is responsible for scheduling virtual meetings, monitoring and ensuring that the conferences meet the WBG quality standards. The position works with various technologies like Cisco telepresence, Webex, Polycom, MS Teams, Zoom, etc.
Essential Job Functions:
• Support and help clients with video conferences and virtual meetings such as WebEx
• Guide users on how to book, manage, and operate WebEx sessions
• Provide client support remotely and on-site
• Schedule, manage, monitor, and control video conferences with Cisco TelePresence Management Suite (TMS)
• Operate high level video conferences and virtual meetings remotely and on site
• Help users to connect mobile devices to video conferences and WebEx
• Train users, peers, and new colleagues
• Coordinate VC codec maintenance(upgrades, testing, installation, etc.) and persistently follow-up to meet deadlines
• Maintain accurate call logs and user requests using WBG’s ticketing system (ServiceNow)
• Conduct interoperability tests between Voice, Video, and virtual meeting solutions
Educational Qualifications and Experience:
• Education: Bachelor’s degree in Information Management, Computer Science, Engineering, or similar field
• Role Specific Experience: Minimum 1 year of relevant experience
• Hands-on experience in virtual meetings (i.e. Webex, Zoom, MS Teams) and VC endpoints technologies such as Cisco, Tandberg, or Polycom
• Experience in user support
Certification Requirements: None specified
Required Skills/Abilities:
• Knowledge of operating and scheduling VC sessions
• Knowledge of Cisco WebEx or relevant virtual meeting clients for desktop and mobile devices
• Knowledge of videoconferencing protocols, such as H.323, SIP and audio / video standards
• Ability to quickly provide assistance to video services user community
• Good knowledge of the fundamental concepts of videoconferencing technology
• Good knowledge and understanding of effective practices for dealing with clients in a variety of situations
• Excellent oral and written communication skills
• Ability to work cooperatively and collaboratively in a team environment
• Ability to analyze information and draw accurate conclusions
• Ability to apply problem solving strategies to evaluate and solve problems effectively
• Ability to cope and work effectively under stress
• Ability to deal sensitively in multicultural environments, and build effective working relations with clients and colleagues, both within and outside the organization
• Excellent client support skills