Associate | Video Conferencing Engineer

Senior Support Analyst
The Senior Support Analyst job performs installation, configuration, and maintenance of information technology (IT) systems and hardware for multi-user server computers. Working independently under general supervision, this job maintains end user needs by ensuring the uptime; performance, resource availability, and security of the computers are within established operational guidelines.

Key Responsibilities and Duties
• Performs routine analysis during normal information technology (IT) infrastructure, including on networks, firewalls, servers, operating systems, applications and devices.
• Supports the acquiring, installing, and upgrading computer components and software and planning for service outages and other problems.
• Maintains the automation of routine tasks using scripting and writing basic computer programs to address more complex systems software configuration and enhancement.
• Implements domain solutions and executes changes in line with the implementation plan.
• Helps senior domain administrators with trouble shooting of day-to-day domain issues.
• Configures servers and associated routers to ensure their smooth and reliable operation.
• Creates documentation as it relates to domain configuration, routing, processes, and service records.
• Updates current documentation of all equipment under operational control.
Educational Requirements
• University (Degree) Preferred
Work Experience
• 2+ Years Required; 3+ Years Preferred
Physical Requirements
• Physical Requirements: Sedentary Work

Career Level
6IC

Video Conferencing Resident Engineer in Pune

Job Summary:
We are seeking a dedicated and experienced Video Conferencing Resident Engineer to join our team. As a resident engineer, you will be the primary technical expert responsible for designing, deploying, configuring, and maintaining our video conferencing solutions. You will collaborate closely with clients, internal teams, and vendors to ensure seamless communication and optimal user experiences. Your expertise in video conferencing technologies, coupled with your exceptional problem-solving skills, will play a critical role in enhancing our collaboration capabilities.

Responsibilities:

1. **Run of Show Design and Execution:
- Collaborate with clients to understand their video conferencing requirements and design customized solutions to meet their needs.
- Oversee the end-to-end deployment process
- Implement video conferencing infrastructure, codecs, endpoints, and peripherals according to industry best practices.

2. Configuration and Optimization:
- Configure and optimize video conferencing systems, codecs, and endpoints to ensure high-quality audio and video experiences.
- Monitor and manage network performance, bandwidth utilization, and QoS settings to maintain optimal conferencing quality.
- Troubleshoot and resolve technical issues related to video conferencing, collaborating with cross-functional teams as needed.

3. Technical Support:
- Provide tier 1 and tier 2 technical support to clients and end-users, addressing inquiries, diagnosing issues, and implementing timely solutions.
- Conduct remote and on-site troubleshooting sessions, ensuring rapid resolution of critical incidents.
- Serve as the point of contact for escalations, maintaining a high level of customer satisfaction.

4. Training and Knowledge Sharing:
- Train end-users and clients on video conferencing best practices, functionality, and troubleshooting techniques.
- Conduct workshops and educational sessions to promote efficient and effective usage of video conferencing solutions.
- Share expertise and insights with team members to enhance collective knowledge.

5. Documentation and Reporting:
- Create and maintain comprehensive technical documentation, including system diagrams, configuration guides, and troubleshooting procedures.
- Generate regular status reports, performance metrics, and recommendations for continuous improvement.
- Create and maintain SOP (Standard Operating Procedure) for various tasks related to operations

6. Vendor Relationships:
- Collaborate with video conferencing equipment vendors to stay updated on the latest technologies, updates, and enhancements.
- Participate in vendor meetings, product trainings, and beta testing programs as necessary.

7. Checklist and Preventive Maintenance:
- Perform daily checklist of VC infrastructure to proactively identify and remediate a non-functional component so that the impact is minimal
- Conduct and document PM (Preventive Maintenance) of entire VC infrastructure on periodic basis

Qualifications:

- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
- Proven experience as a video conferencing engineer or similar role, with in-depth knowledge of video conferencing systems and protocols.
- Proficiency in configuring and troubleshooting a variety of video conferencing endpoints, codecs, and infrastructure components.
- Strong familiarity with video conferencing standards and protocols, including SIP, H.323, and WebRTC.
- Experience working with video conferencing platforms such as Zoom, Poly, Neat, or similar solutions.
- Excellent communication, interpersonal, and customer service skills.
- Ability to work independently, manage priorities, and thrive in fast-paced environments.
- Relevant certifications such as Certified Technology Specialist (CTS) or vendor-specific certifications (e.g., Cisco, Poly) are a plus.

Related Skills
Agile Methodology, Continuous Integration & Deployment, Data Analysis, Debugging, DevOps, Enterprise Application Integration, Operating Systems Management, Problem Solving, Programming, Software Development, Software Development Life Cycle, Web Application Development

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Company Overview

TIAA GBS India was established in 2016 with a mission to tap into a vast pool of talent, reduce risk by insourcing key platforms and processes, as well as contribute to innovation with a focus on enhancing our technology stack. TIAA GBS India is focused on building a scalable and sustainable organization , with a focus on technology , operations and expanding into the shared services business space.

Working closely with our U.S. colleagues and other partners, our goal is to reduce risk, improve the efficiency of our technology and processes and develop innovative ideas to increase throughput and productivity.

We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, ****** orientation, gender identity, or any other protected status.

Accessibility Support

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:

Phone: (800) 842-2755

Email: accessibility.support@tiaa.org

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