Facebook App Looking For Video Infrastructure Operations Regional Engineer at New York, NY Full Time

The Video Infrastructure Operations (VIO) Regional Engineer is the primary point of contact for all Audio/Visual/Video Conferencing (AV/VC) matters, as well as a representative of our collective service offerings in regional offices. The VIO Regional Engineer acts as a subject matter expert for all AV/VC inquiries and will often be called upon to manage projects and escalations regarding AV/VC installs, upgrades and retrofits, as well as monitor alerting and video-conference infrastructure. This person works with numerous cross functional teams such as network, facilities and external vendors. This includes the organizational design and deployment teams to ensure utmost quality, professionalism, and efficiency in the output of any and all Audio Visual and Videoconferencing deployments and services provided for the region.

Video Infrastructure Operations Regional Engineer Responsibilities:

Uses the trouble-ticket system to manage, track, and resolve assigned trouble tickets. Follows SLA guidelines for response promptness to all tasks

Monitors and responds to voice and video-conference alerting to address issues in remote offices and brings visibility to any indication of larger fleet wide issues

Ensures all Cisco, Crestron, ClearOne devices are within proper IP scope, understanding of subnetting and network segmentation

Provides oversight of onsite teams and ultimately takes responsibility for quality and consistency of video conferencing service in the region

Provides support to lower level AV/VC and IT Technicians in the field as a top-tier escalation point for all issues occurring with the service

Trace call issues through Cisco infrastructure and troubleshoot issues with call quality, call failure and work issue in real time to mitigation of solution, ultimately ending with RCA of issue

Interface with and support C-level executives with any and all issues around call quality and when necessary provide white-glove support

Troubleshoot any and all AV/VC systems (i.e. offline VC systems, Blue Jeans, etc.) as needed to satisfy the end user’s needs, and escalate if necessary

Experience managing audio visual projects of varying size and complexity, experience interpreting understanding project construction documents and keys

Oversight of contractors and vendors working on the AV-VC systems, supervision and signing off on break-fix repairs, upgrades, or new build installations

Acts as de-facto deployment engineer, operates as subject matter expert for all audio visual requests and issues

Troubleshoots, replaces, and installs large displays, VC codecs, as well as any other equipment (cables, encoders etc.), as needed to guarantee minimal downtime of an onsite VC resource

Assigns IP’s to new equipment including whitelisting to proper VLAN and DHCP reserving all addresses once the device is online

Provisions new VC endpoints, and maintains endpoints through fleet management software, ensures maximum uptime through monitoring of alerting dashboard

Communicates with the onsite teams for all High-PRI calls to adequately test and prepare physical space as well ensure quality of multipoint call

Takes on tasks for special projects or assignments when requested by clients and executes them within the given timelines

Maintains proficiency in videoconferencing and collaborative technology as well as professional office skills both of a technical and non-technical nature

Minimum Qualifications:
5+ years experience in Operations supporting Video Conferencing and Audio Conferencing, Audio Mixing and Room Audio Tuning

Experience with Echo Cancelation, Video and Graphics Technologies, including projection, switching and formatting, Video Recording and Camera Operation, Video Streaming

2+ years experience with Web-Cast and Collaborative tools such as WebEx, BlueJeans, Zoom, and Web RTC products

5+ years experience troubleshooting for Mac, Linux, Windows, as related to Video Conferencing

2+ years experience maintaining and troubleshooting Cisco Unified Communication products such as Cisco VCS/VCS-E, CUCM as well as server maintenance and VM-Ware

Experience working with metrics and analyzing KPIs to make data driven decisions

Experience working with spreadsheets, documents, and presentations tools to create and maintain technical and functional documentation

Experience working with changing needs, infrastructure, and evolving business processes

Experience working closely and communicating in a transparent manner with the user community, interpret issues, understand requirements, and rapidly deploy solutions

Experience working with cross-functional teams including functional leads

2+ years experience executive high touch support

Preferred Qualifications:
Knowledge of backend voice and video protocols such as SIP and H323

AV integration and deployment experience

Experience with AV project management

Experience with vendor oversight

Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected].