About the job

• 1. IT Operations & End User SupportLead daily IT operational support across enterprise users.
• Ensure high availability of IT services through proactive monitoring and incident management.
• Own ServiceNow ticket quality, KPI reporting, and operational excellence.
• Act as escalation point for Level 1 and Level 2 support teams.
• Primary responsibilities include:Incident Management
• Problem Management
• Service Request Management
• Knowledge Management
• User Experience Improvement

• 2. Windows, Linux & Enterprise Infrastructure AdministrationStrong administration experience in:Windows Server
• Linux
• UNIX
• Responsible for:Server administration
• System installation & configuration
• Patch management
• System upgrades
• Performance monitoring
• Capacity planning
• System troubleshooting

• 3. Enterprise Collaboration & Video ConferencingOne of the largest portions of the role.Hands-on administration of:Microsoft Teams Rooms
• Cisco Video Conferencing
• Poly
• Zoom
• WebEx
• Pexip/CVI
• Qumu
• Responsibilities:Conference room deployment
• AV equipment installation
• Endpoint configuration
• Live event support
• Town Hall production
• Executive meeting support
• Streaming services

• 4. Audio Visual (AV) InfrastructureStrong experience with:Cameras
• Microphones
• Audio mixers
• Video switchers
• Projectors
• Displays
• AV Control Systems
• Able to:Install
• Configure
• Troubleshoot
• Maintain
• Upgrade AV environments

• 5. IT Service Management (ITSM)Experience using:ServiceNow
• Knowledge of:SLA management
• Incident lifecycle
• Problem management
• Change management
• Knowledge articles
• KPI reporting