Video Service Desk Agent (VNOC)

Role Description

– Respond to client calls and inquiries to the VNOC main number.
– Support and help clients to reserve video conferences, TelePresence sessions and WebEx
– Guide users on how to book, manage, and operate WebEx sessions
– Provide client support on the phone, for walk-ins, on video, and on site
– Schedule, manage, monitor, and control video conferences with Cisco TelePresence Management Suite (TMS)
– Operate high level video conferences and TelePresence sessions remotely and on site
– Help users to connect mobile devices to video conferences and WebEx
– Assist users in Video session recording and streaming
– Train users, peers, and new colleagues
– Assist with ad-hoc tasks assigned by the VNOC supervisor (e.g. produce weekly reports)

Role Requirements

Bachelor’s degree in Information Management, Computer Science, Engineering, or similar field
Role Specific Experience: Minimum 2 years of relevant experience
Hands-on experience in Cisco, Tandberg, or Polycom video technology and WebEx
Experience in user support and conference room maintenance
Knowledge of operating and scheduling VC sessions with Cisco TMS
Knowledge of videoconferencing and streaming protocols, such as H.323, SIP, and audio / video standards
Ability to provide timely 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

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