Job Overview
At EY, we're all in shape to your future with confidence.
We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.
Join EY and help build a better working world.
Our aim is to build an outstanding customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions.
You will work with technologists and business specialists to meet the increasing pace of our business.
That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.
Responsibilities
Incident Resolution and Escalation Management
Communication and alignment with other teams internal and external to IT Services - VMS
Conflict resolution
Performance management – service / KPI
Knowledge transfer to the other team members
Knowledge of Telepresence
Must Mandatory Knowledge & Experience
Solid background in Video conferencing and Video Collaboration infrastructure devices with understanding of deployment and support of different types of Video conferencing and collaboration of different standards in Video and Voice under umbrella protocols.
Knowledge of specific applications, devices and systems including but not limited to:
Microsoft Teams Rooms
Microsoft Surface Hub
Condeco
Microsoft Teams Panel
Teams Phone
Meeting room Peripherals
TANDBERG CISCO and Poly Video conferencing endpoints
Poly DMA, Clarity Manager
Knowledge on ISDN Gateway
Real connect Service
Knowledge of Call Signalling including:
Global Call routing and signalling in a neighbouring gatekeeper environment
Very good understanding in umbrella protocols (H323 & H320) & SIP
Very good knowledge in Voice,



Video and Signalling standards & protocols
Advanced knowledge of ServiceNow system to record incidents and remediation as well as appropriately use the tool's features and functions.
Work experience on Microsoft Teams rooms
Work experience on Microsoft Surface Hub
Preferred Qualifications
Fundamental knowledge of ITIL to recognize appropriate aspects in the Incident, Problem, Change and Availability processes as it related to Data Network activities and workflows.
Maintains solid interpersonal skills to engage in cross business discussions within a matrixed, geographically dispersed organization and to build a solid network of peers and others of influence.
Uses these relationships to partner with colleagues based on technical expertise and challenge insightfully to improve connectivity and propose credible options in solutions.
Maintains solid communication skills to adapt communication style to the style of others, developing rapport and staying calm under pressure and to build and maintain strong relationships across the levels of a matrixed, geographically dispersed organization using advanced oral and written English communication skills.
Manifests an analytical and problem solving ability appropriate to the role to elevate and negotiate assigned issues in IT technical investigations,



to handle multiple and shifting priorities in a timely fashion across a broad spectrum of operating environments and to drive solutions that are both financially sound and operationally feasible.
Additional Requirements & Context
The role is an individual contributor managed by Conference Room Operations lead.
While the role is not expected to manage staff, from time to time the role may be asked to participate and to drive select portions of a project or program within IT operations as a temporary assignment aligned to the role's remit.
The role may generally be supervised remotely and potentially across time zones, using telephone, email and instant messaging and may additionally require after‐hours activities such as global group meetings and weekend as well as day/night shift rotation.
The role requires the advanced discipline of self‐direction and autonomy as needed in a remote working or work from home arrangement.
The role may also require the periodic allocation of additional time on the job to ensure multiple demands and escalating issues are managed in a timely manner to restore services.
Education: Bachelor's degree in technical field or equivalent work experience.
Experience: More than 4 years of experience in Video conferencing and collaborations technology support in large complex network environments.
Benefits
At EY, we'll develop you with future‐focused skills and equip you with world‐class experiences.
We'll empower you in a versátil environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.
To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability‐related adjustments or accommodations you may need.
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