This position provides day to day support for all video conferencing and Unified Communication needs for the firm.
Duties & Responsibilities:
Reports directly to the Manager of Unified Telecommunications. The Unified Communications Tech I must interface effectively with all levels of the user community including attorneys, paralegals, administrative professionals and clerical workers. Contact with the user community includes troubleshooting and individualized support. Additionally, the Unified Communications Tech I may coordinate different aspects of projects with other members of the Information Systems Department, and maintain close and continuing contact with vendors and technical experts. The Unified Communications Tech I will work with other Departmental Managers, Directors and staff in the production of specialized and reoccurring video programs. The Unified Communications Tech I provides expert assistance to IT Staff in the NY, Washington D.C., and international offices.
Video Conferencing – primary contact for all video bridging and client video conferences, initiates majority of all Firm video conferences
Setting up conferences prior to the actual video conference, execution of the video conference and breakdown.
Unified Communications - will assist other members of the team in executing MACDs for telephony requests to include programming and provide end-user training / customer service to the user base.
Providing excellent customer service.
Assist with all phases of turn-up - including procurement to delivery of services for the customer
Escalate issues in a timely manner so the issue can be resolved quickly with limited or no downtime to the user.
Participate in testing activities to verify the firm’s voice / video environment is operational.
Work on special projects as designated by the Manager of Unified Telecommunications.
BA (preferred but not required)
CCNA Collaboration (nice to have)
Cisco VC (nice to have)
CUCM, CUC, UCCX (nice to have)
Skills and Abilities:
Strong Customer Service, Troubleshooting, and Organization Skills