Other locations: Primary Location Only
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.
The opportunity
Operations Engineer has responsibilities within a team of L3 and supports various application platform services across a range of business portfolios. This individual will support the end-to-end aspects of services under their remit including but not limited to service engineering, L3 Conference room endpoint and infrastructure support, Escalation management, Vendor management and service roadmaps and standards.
Your key 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
Skills and attributes for success
To qualify for the role you must have
- Possesses a solid background in Video conferencing and Video Collaboration infrastructure devices with an understanding of the deployment and support of different type of Video conferencing and collaboration of different standards in the area of 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.
- Possesses a strong understanding of Call Signalling including such elements as:
- 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.
- Possesses an advanced knowledge of the Service Now 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
Ideally, you’ll also have
- Possesses 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 escalate 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.
What we look for
- 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
More than 4 years of experience in Video conferencing and collaborations technology support in large complex network environments.
What we offer you
At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.
Are you ready to shape your future with confidence? Apply today.
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.
EY | Building a better working world
EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.
Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.
EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.
