Descripción de la Plaza/nThe primary responsibility of the Remote Management Center Conferencing Service Engineer is to manage the supporting processes involved with customer obligations to HP IT for enhanced conference room support. This service is focused on making sure all HP video conference rooms are in excellent technical condition by analysing conference room peripheral health, managing tickets and room sweeps, delivering proactive services and in some cases helping to diagnose and resolve issues.
Job Overview:
Manage the conference room services assigned to HP on HP program in an efficient and effective manner, by monitoring conference rooms, managing conference room assets and order/warranty claims and managing local hands and eyes to conduct conference room sweeps. In some cases, helping to diagnose and resolve common conference room issues will be needed.
Description:
• Acts as first point of contact within the DaaS Conferencing Room Service
• Coordinates with local teams to conduct room sweeps and hardware replacement
• Coordinates with other functions and organizations to support and solve conferencing issues
• Support remote monitoring of conferencing room equipment health
• Manages conference room assets across the globe
• Maintain reports and analytics for overall Conference Room Services
• Leads process to report and track tickets within HP IT’s Service Now instance
• Communicates with Service Delivery Manager and Service Tower Owner
• Develop and support efforts to optimize support for day-to-day operations.
• Manage conference room landscape to ensure up-to-date drivers and OS Updates
• Monitor PDL/Assignment Groups for incoming requests for support/help and solve or direct as necessary
Responsibilities:
• Monitor and manage assigned queues for new service requests (globally)
• Assign service requests to correct local teams for action (globally)
• Perform remote support to remotely diagnose, configure, monitor, manage and update conference room technology (OS, Web camera, Microphones, Monitors, etc.) • Owns reporting, data analysis and metrics on all Conference Room service activities
• Order and manage replacement or RMA/Warranty service tickets
• Communicates project status, process standards and changes, and issues and workarounds, clearly and succinctly to service and operations support team.
• Collaborates with operational teams and service owners to manage service requirements, supporting the design of new conference rooms or improved processes
• Utilizes standard project management and quality improvement methodologies to manage and support conferencing room services.
• Maintain and update applicable documentation around Conference Rooms Service support.
Education and Experience Required:
• First level university degree or equivalent experience.
• 4-6 years of related experience (e.g., Customer Service, IT support).
• Technical/Business Certifications (Service Now,PMP, ITIL, MCSE, etc.), nice to have.
Knowledge and Skills:
• Solid knowledge of Microsoft Office Applications (Excel) – Required.
• Solid verbal and written communication skills in Advance English (Excluder)
• Solid teamwork and collaboration skills.
• Excellent customer service skills with the ability to work in a virtual team environment.
• Ability to work in a technical environment where using various remote network access tools to access PC’s and peripherals as well as administrative ability to update, troubleshoot and install device drivers
• Demonstrated project management skills.
• Ability to problem-solve with good analytical skills.
• Experience in troubleshooting in a technical environment.
• Strong initiative and judgment – resourceful.
• Willingness to own and manage issues to resolution and know when to engage others
• Detail oriented with strong attention to detail regarding data entry and updating critical information, system information and system settings.
• Ability to manage and organize daily operational issues and processes
• Proactive in raising and solving issues
• Understanding of case/incident management and processes
• Ability to work in a technical environment where using various remote network access tools to access PC’s and peripherals as well as administrative ability to update, troubleshoot and install device drivers
