Technology Operations Specialist
On-siteCharlotte, North Carolina, United States
Job Summary
Manage stability, resiliency, reliability, and performance of supported systems while fulfilling requests from business users and communicating technical status updates. Capture and translate business requirements into infrastructure designs, collaborate with stakeholders on system deployments, and support change implementations by identifying potential issues and performing provisioning. Provide consulting services to Core Technology Infrastructure, execute procedures reliably, and escalate incidents quickly. Prioritize executive-level issues for rapid resolution, engage with problem coordinators on larger environmental problems, and manage ad-hoc requests for new conferencing centers. Work in the 1st shift (40 hours/week) at Bank of America's Downtown Charlotte campus, requiring knowledge of audiovisual systems, IP networks, and tools like Remedy and Service Now.
Required Qualifications
- Standard electronic communications
- Ability to incident manage multiple incidents at once
- Vendor management
- Familiarity with audio/visual products and system
- Advocacy for Bank of America clients with partnering vendors
- Reviewing of documentation for new projects
- Ability to communicate effectively to multiple audiences (clients, managers, engineers, vendors, project managers and executive stakeholders) via voice, chat and email
- Management of incidents related audiovisual systems, products, devices and designs from ticket reception to ticket closure
- Engagement of vendors and management of items requested by vendor
- Prioritize executive-level and widespread issues so that they met get resolved quickly
- Engage with problem coordinators, engineers and product managers to assist with larger problems within the environment
- Documentation review of new projects involving brand new or upgraded conferencing centers, spaces and signage areas
- Forthcoming engagement with management on ad-hoc requests
- Knowledge of audiovisual systems
- Telepresence usage
- Basic understanding of IP networks
Desired Qualifications
- Familiarity with Crestron
- Cisco Telepresence
- Biamp products
- Ability to troubleshoot audiovisual conferencing systems
- Read 'as-builts'
- Rudimentary network exposure (IP addresses, MAC addresses, host names, domain names, etc.)
- Familiarity with audiovisual diagrams ('as-builts')
- Knowledge of Crestron devices and software (Toolbox and Fusion, specifically)
- Ability to use Remedy and Service Now to address tickets and Work Orders
- Knowledge of Biamp devices and Tesira software
- Knowledge of Cisco Telepresence and Control Hub software
- Splunk experience
- Comfortability on using Co-Pilot
- Certifications related to the audiovisual and Telepresence industries (CTS or CCNA)
- Basic knowledge of the Downtown Charlotte area/campus
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