Description
Chief Central VTC Operation Consultant
- Provide outstanding customer service and responsiveness that inspires confidence with the customer
- Provide high quality problem solving on more advanced technical issues along with root cause analysis
- Use analytical and decision-making skills to offer options and resolve advanced technical issues.
- Utilize documentation skills and process improvement experience to elevate the team
- Establish and maintain strong working relationships with customers and team members
- Identifies equipment problems encountered during his/her duties to the VIDEO Engineering Cell.
- Maintains statistics and draft reports supporting operational requirements such as manpower, equipment resources, etc
- Elevates trouble tickets to request engineering support to the lower echelons providing end-to-end support for VIDEO communications.
- Maintain and update VNOC Operating procedures with coordination with NNMC VTC Engineering Cell and CNB VTC Service Manager.
- Monitors the status of hazardous condition (HAZCON) and coordinates emergency support as required.
Additional Duties
The incumbent may be required to undertake operational deployments and/or temporary duty assignments both within and outside NATO's boundaries.
Travel:
- Business travel to NATO facilities as well as travel between the NCIA offices;
- May be required to undertake duty travel to operational theatres inside and outside boundaries.
Essential Professional Experience:
- At least 4 years of experience required in Higher Secondary education and intermediate vocational training which might lead to a formal qualification with some 2-3 years of experience, or a Secondary education and completed advanced vocational training leading to a professional qualification or professional accreditation with 4 years post related experience.
- High level operational knowledge of Polycom VTC core devices including Real Presence Resource Manager, RMX MCUs, Distributed Management Application (DMA) 7000.
- Familiarity with VNOC applications including Centralized Scheduling tools, Call Detail Record reporting tools
- Strong experience with device management tools such as HP Openview, Solar Winds, Intermapper, etct
- Ability to query Polycom core devices and quickly resolve customer issues including: scheduling conflict or failure, missing participants, poor audio or video, dropped calls.
- Proficient in utilizing Audio Video control solutions such as Crestron, Extron, AMX.
- Expert level knowledge of VTC CODECs including Polycom HDX models, Polycom VSX models, Tandberg MXP series and Cisco C series devices.
- Comprehension of Audio Video Matrix solutions.
- User knowledge trouble ticketing/incident management systems used to direct and track problem resolution.
DESIRABLE
- Experience in all aspects of maintenance, repair, modification and operation of large communications networks and related equipment.
- Experience in C2 configuration management.
- Comprehensive knowledge of the principles of command and control systems
- CCNA
- Experience of related communications systems and techniques of ATM, Frame Relay and IP
Technology.
- Familiarity with military voice and data systems.
- Knowledge of communications protocols and practical experience of using communications diagnostic test.
- Experience in the maintenance, operation, implementation, testing and maintenance of modern communications, or information systems in a LAN/WAN environment.