The Job:

  • Provide support services to internal employee customers with information technology incidents involving desktop, laptop, telephone, global service desk, printer, mobile devices, video conferencing, associated peripherals, and related technologies.
  • Support activities can entail onsite/hands on and remote services and administration.
  • Provides timely resolution of incidents, or escalation on behalf of customers, to appropriate technical personnel, and updates tickets with complete and accurate information in a timely fashion.
  • Proactively analyze, troubleshoot and resolve Video Conferencing issues
  • Manage and co-ordinate vendor escalations and raise trouble tickets with key service providers (Poly, AVI SPL).
  • Maintain ownership and responsibility of tickets up to resolution
  • Assist with upgrades within the Video Conferencing environment as required
  • Perform routine system administration and maintenance on local or remote Video Conferencing equipment with no service interruptions
  • Create and maintain documentation
  • Collaborate and co-ordinate with various Support teams including local support, network support and windows support


  • High school diploma and/or GED
  • Excellent interpersonal, verbal and written communication skills.
  • Familiarity with both Mac and PC endpoints. Familiarity with a wide range of smart devices.
  • Familiarity with common software regarding emails, word processing, web browsers, etc.
  • 2+ years of relevant experience analyzing hardware, software and system's performance, providing technical support including troubleshooting to resolve problems with hardware and software applications, providing training to non- technical users and staff supervision or an equivalent combination of education and experience. s.r.o.