FASTTEK GLOBALpowered by Fast Switch - Great Lakes
Chennai, Tamil Nadu
IT Operations Support Specialist #1045300Job Description:
Collaboration Operations Engineer Job Summary:
- This role focuses on the operation, monitoring, and troubleshooting of networked collaboration devices and applications used in conference rooms, digital signage, and live streaming.
- The ideal candidate will have strong technical background in video devices, networking, and device management, with specific expertise supporting Cisco Room Devices, Brightsign players and broadcast encoders.
- The position provides remote support to internal users and is responsible for the initial configuration of devices, live webcast setup, and implementing change controls
Skills Required:
- IT Support, Firewalls, Network - Convergence Technology (Video/Voice)
Skills Preferred:
- Microsoft Azure
Experience Required:
- Specialist Exp: 5+ experience
Key Responsibilities:
- Operate and support collaboration hardware used in conference rooms, including Cisco Room Devices, Crestron control systems, and QSC audio systems.
- Administer and support collaboration platforms, including Cisco Control Hub, VBrick Rev, and Appspace.
- Work directly with users to troubleshoot video, audio, and connectivity issues on supported devices and applications.
- Perform initial configuration, registration, and onboarding of collaboration and signage devices into management systems.
- Set up and support live webcasts, town halls, and other streaming events using VBrick and Epiphan encoders, including pre-event checks and live monitoring.
- Implement and follow established change control processes for configuration changes, firmware upgrades, and platform updates.
- Maintain accurate documentation of system configurations, standard operating procedures, change activities, and troubleshooting guides.
- Contribute to continuous improvement by identifying recurring issues, recommending enhancements, and updating knowledge base content.
Basic Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
- Experience supporting video and collaboration technologies in an enterprise environment.
- Strong understanding of networking fundamentals relevant to collaboration and streaming (e.g., IP addressing, VLANs, QoS basics, ports/protocols, firewalls).
- Prior experience in a Service Desk, IT Operations, or similar support role, including incident and request management.
- Demonstrated experience with device management for network-connected hardware (configuration, monitoring, firmware updates).
- Excellent verbal and written communication skills, with the ability to work effectively with both technical and non-technical users.
Experience Preferred:
Preferred Qualifications:
- Experience with Microsoft Teams, particularly in relation to Microsoft Teams Rooms.
- Experience with ServiceNow or a similar IT Service Management (ITSM) platform.
- Exposure to live streaming workflows and technologies, including encoders and cloud-based streaming platforms.
- Familiarity with enterprise AV standards and best practices for conference rooms, digital signage, and streaming environments.
- Strong problem-solving skills and the ability to manage multiple issues.
Education Required:
- Bachelor's Degree
Education Preferred:
- Bachelor's Degree
Additional Information :
Key Responsibilities:
- Operate and support collaboration hardware used in conference rooms, including Cisco Room Devices, Crestron control systems, and QSC audio systems.
- Administer and support collaboration platforms, including Cisco Control Hub, VBrick Rev, and Appspace.
- Work directly with users to troubleshoot video, audio, and connectivity issues on supported devices and applications.
- Perform initial configuration, registration, and onboarding of collaboration and signage devices into management systems.
- Set up and support live webcasts, town halls, and other streaming events using VBrick and Epiphan encoders, including pre-event checks and live monitoring.
- Implement and follow established change control processes for configuration changes, firmware upgrades, and platform updates.
- Maintain accurate documentation of system configurations, standard operating procedures, change activities, and troubleshooting guides.
- Contribute to continuous improvement by identifying recurring issues, recommending enhancements, and updating knowledge base content.
Basic Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
- Experience supporting video and collaboration technologies in an enterprise environment.
- Strong understanding of networking fundamentals relevant to collaboration and streaming (e.g., IP addressing, VLANs, QoS basics, ports/protocols, firewalls).
- Prior experience in a Service Desk, IT Operations, or similar support role, including incident and request management.
- Demonstrated experience with device management for network-connected hardware (configuration, monitoring, firmware updates).
- Excellent verbal and written communication skills, with the ability to work effectively with both technical and non-technical users.