Video Teleconferencing (VTC) Scheduler/Technician - TS/SCI with Poly

Eagle Alliance is currently looking for VTC Schedulers to join our mission critical team.  An active TS/SCI with poly clearance is required for this position.

VTC Schedulers/Technicians require excellent problem-solving and customer service skills, as well as thorough knowledge of VTC hardware, software and network connections. Trains, coaches, and mentors employees on how to deliver the best customer service and achieve the team Service Level Agreements. Maintains and enhances customer services by organizing and evaluating service, delivery systems, and procedures. VTC Schedulers/Technicians must have expertise in scheduling VTC sessions in VTC bridges, as well as hands-on experience with debugging the interoperation of VTC bridges to end points.

As the VTC Scheduler/Tech, you will work as member of the VoIP/ VTC Operations team and function as the VTC First Call Resolution Desk for end users.  This position will act as local VTC facilitator and scheduling liaison for all VTC conference requests as well as leading coordination efforts for all conferences sourced from the Annapolis Junction location.

As the selected VTC Scheduler/Technician, you will be responsible for performing the following (not limited to):

• Facilitation of a secure VTC calls globally
• Work within help desk ticketing system to document all work performed and communication with clients
• Monitoring the VTC support queue and assigning tickets to appropriate resources for troubleshooting and ticket resolution
• Assist in troubleshooting and repairing hardware and network connectivity issues
• Being knowledgeable and experienced with current VTC and A/V equipment
• Daily use of Cisco Telepresence Management Suite (TMS)
• Daily use of Microsoft Skype for Business systems
• Endpoint and conference room availability review and tracking
• VTC Conference building and modification
• Coordination of availability with conference participants
• Addition of endpoints/rooms to existing conferences
• VTC resource conflict resolution
• Conference testing with participants during defined timeframes
• Coordinate room testing with Facilitators to identify A/V issues
• Identification and prioritization of VIP level calls
• Coordination with 3rd party VTC resources
• Provisioning of audio bridge lines for Audio only calls
• Engage VTC Facilitators, as need, for any required VTC support
• Real time monitoring of VIP level conferences (if requested)
• Monitor and process Capabilities Service Desk tickets

Qualifications:

• Certification to meet DoD 8570 Level II should your position require it
• HS or equivalent + 4 yrs related experience (min of three years? experience supporting and troubleshooting VTCs in Government environment preferred)
• Active TS/SCI clearance
• Requires knowledge of specific modems, test equipment, and terminal configuration.
• The successful candidate should have a strong back ground with Cisco Telepresence Management Suite, Microsoft Skype for Business, VC Wizard
• Prior ticketing experience, such ServiceNow or SM9
• Ability to provide excellent customer service in person, over phone, through email, and using remote tools
• The candidate must be a quick learner and be able to expeditiously, and efficiently troubleshoot problems.