TelePresence Analyst
Hong Kong, Hong Kong

This role will focus on Cisco’s TelePresence product for our customer located in Hong Kong. You will work on site at our customer’s site. You will be part of a global team supporting a growing TelePresence network.

Summary of Duties

• This involves analyzing, troubleshooting, and debugging TP audio and video issues. Support for escalations, executive rooms, and trade shows are also in-scope. Interact with end users as needed. Duty pager support and scheduled metrics are also expected.

• Debug TelePresence audio/video issues.
• Ability to analyze, configure and troubleshoot TelePresence hardware/software issues such as Codec, etc.; training will be provided.
• Help with any technical escalation, especially around the CTM area.
• Work very closely with other IT teams such as TAC, INS, IOSS to coordinate, debug or/and fix problems.
• Support the EBCs and the executive rooms in building 10 and other locations.
• Should be able to support CTS trade/road shows and B to B; he/she will be working very closely with internal/external clients.
• Carry on duty pager (24X7) to help in debugging and fix TelePresence urgent/critical issues (P1, P2, P3-S1). This pager will rotate among team members on weekly basis.
• Provide weekly/bi-weekly metrics. The data comes from different sources. He/she will be responsible to consolidate the data, and then present it in a power point format.
• Ability to manager CTS-IT internal projects such software upgrade (Plasma, Codec, etc), new camera cluster replacements, etc.

• Desktop support experience.
• Knowledge of IP, Routing, Switching, Cisco CallManager or A/V Knowledge
• IP Video Conferencing or Video technology knowledge is a plus
• Unix/Linux debugging skills. Should be able to login into the CODEC review logs, check configurations, and then report to business unit if required.
• Desktop support familiarity
• CODEC troubleshooting experience
• Excellent people and time coordination skills
• Ability to deploy/apply new technology independently
• Excellent written and verbal English and Cantonese communication and interpersonal skills. Ability to communicate effectively, both verbally and in writing as well as express thoughts and ideas effectively to others through variety of media to individuals or groups
• Shares information and communicates clearly with team members to improve team effectiveness.
• Ability to operate independently, demonstrate creativity in analyzing, problem solving and work within policy and procedure.
• Ability to perform/handle multiple complex projects through effective project management
• Strong interpersonal and communication skills and the ability to work cross-functionally in an effective way.

• CCNA status is preferred
• A minimum of 2-3 years experience in desktop support;
• IP Video conferencing and technology
• Unix/Linux CLI skills.
• Strong organization skills & time management skills
• Experience as a vendor or employee of managed services firm preferred
• Strong communication skills and ability to interact well with peers, management teams in different countries/geographies
• Ability to multi-task, high energy, and a self-starter
• A good team player with a strong sense of responsibilities and a can-do culture
• 1Ability to deploy/apply new technology independently