Insight Enterprises is a Fortune 500 Solutions Integrator helping organizations accelerate transformation by unlocking the power of people and technology. With a 35-year foundation in hardware and software supply chain augmenting our deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions to achieve extraordinary results.

As a Video Operations Technician, you will support Video Conferencing and Unified Communication platform, day to day Video Operations, Remote Monitoring, and Incident Management Support Resolution (in ServiceNow).

You will be working onsite, 5 days per week, with no work-from-home days. You will be based at the Capital One location in NYC, providing support to several buildings and conference centers. Support includes supporting multiple remote locations.

Key Responsibilities

• Dedicated Video Bridge Operator to support high visibility support incidents
• Software/Equipment to support includes Crestron, Zoom, PolyCom and Windows10
• Coordinate with Event and Exec support teams for equipment pre-checks and quality control of events
• Ability to coordinate with customers and assist with Audio, Video Conferencing, Touch Panels, and deskside involving Unified Communications
• Effectively communicate with team members and customers while being influential on new ideas and processes.
• Perform preventative maintenance on UC equipment to ensure full functionality of all endpoints. Endpoints include Polycom, Crestron equipment and Win10 PCs
• Technically inclined to troubleshoot projectors and screens and able to replace projector lamps if needed as well as coordinate RMA vendor returns.
• Ability to identify root cause incidents and capture key details to expedite resolution with vendors and provide status to the team in a timely manner
• Ability to coordinate incident resolution from beginning to end while being aware of any escalation to their manager for visibility
• Knowledgeable in Unified Communications (UC) technology and Deskside Support with the ability to assimilate technologies under an IT centric solution
• Proactively monitor endpoints and escalate to site owners as necessary

What you'll need to succeed

• 5 years of IT experience with hardware and software support in a corporate environment
• Extensive experience in supporting and troubleshooting AV equipment such as Polycom and Crestron solutions in conference room settings
• Excellent customer service skills and detail oriented in a highly energetic corporate environment
• Proficient in audio signal flows
• Experience with ServiceNow or other Helpdesk software
• Team player who works well with others in a fast-paced environment
• AV Console Programming is a plus
• Scripting in PowerShell is also a plus

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.