Infra Tech Support Practitioner

Job description

The Video Conference (VC) Collaboration global lead is responsible for operational and technical support activities associated with the global video delivery infrastructure. Areas of support include leading the team who are responsible for troubleshooting of Cisco videoconference devices & infrastructure such as gatekeepers, call managers and multipoint bridging units. Also, this lead needs to have extensive MS Teams knowledge and infrastructure exposure in order to understand the integrations that we have in place with our VC infrastructure and our internal collaboration solutions. This role has responsibility for directing the global work effort of day-to-day operations, including issues escalated from other support tiers. Resolution of these issues will often involve a combination of troubleshooting videoconference units, general network infrastructure configuration, and servers and bridging devices, forming the videoconferencing control infrastructure. On-call responsibilities after hours, 12 x 5 and occasional weekends may be required to support rotational admins to support various incidents or changes. Due to the global nature of the infrastructure and the distributed nature of the administration team, work hours may vary depending on the incidents in progress, system changes planned and meetings being held.

Desired profile

Qualifications :

Basic Qualifications
• Minimum 4 years' experience with Cisco DX, SX, D, and/or Room Kit videoconference systems
• Minimum 4 years' experience with intercompany video conferencing meeting setup and troubleshooting
• Understanding of network troubleshooting tools and methods
• MS Teams infrastructure knowledge and understanding of Pexip bridging a plus
• Good analytical, troubleshooting and problem solving skills
• Solid verbal and written English communication skills
• Ability to understand and work with a culturally diverse team across various geographies
• Work with products in unified communications technologies such as media gateways, gatekeepers, multipoint bridging units, call managers, videoconferencing endpoints and videoconferencing servers
• Detailed oriented, enthusiastic, self-starter with ability to work both independently and in a team environment
• Ability to handle multiple tasks simultaneously and interact with key executives and customers
• Experience developing technical documentation
• Ability to closely adhere to operational processes and technical standards defined by engineering team or video delivery leadership
• Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate's Degree, must have minimum 6 years work experience)
• It is currently our objective to assign our people to work near where they live. However, given the nature of our business and our need to serve clients, our employees must be able to travel when needed. This role requires 100% flexibility to travel and work onsite with clients (typically Monday through Thursday).

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

About Accenture:
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world's largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 435,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.