Careers

Category:
Video Technician
Location:
Lenexa, KS

SKC has a great opportunity to join our Video Service team as a Video Technician – Tier 2.  This position can be located in Kansas City at our HQ office or as a remote employee in the CST, MST or PST time zones.  SKC is on the top 10 list of audiovisual integrators and has been named Ingram’s Fastest Growing Businesses for 18 years. SKC offers a full suite of benefits, including medical & dental insurance, flex spending accounts, holiday & vacation leave, and company-matched retirement savings. Our employee programs are designed to encourage ongoing personal and professional growth. SKC enjoys low turnover, promotes from within and fosters a strong team atmosphere.

Reports to:  Shannon Miller

Work hours: M-F 11:00 am – 8:00 pm CST (may include some weekends)

Employment Status:  Non Exempt

Location: SKC HQ or Remote on MST/PST time zone

MAJOR RESPONSIBILITIES AND DUTIES

  1. Provide Post-Sales technical phone support for videoconferencing products, including but not limited to the following:
    1. Endpoints
    2. Infrastructure
    3. Recording servers
    4. Phones
  1. Serve as escalation point for tickets relayed from Tier 1 technicians.
  2. Conduct test calls with end users in order to ensure maximum call quality and efficiency.
  1. Serve as triage for incoming support calls and classify cases according to urgency.
  2. Document customer interactions within existing CRM platform
    1. Salesforce experience preferred but not required
  3. Must have demonstrable knowledge of:
    1. Networking, including but not limited to
  1. LAN/WAN, Firewall Traversal
  2. Ability to diagnose transmission errors via Wireshark
    1. Active Directory
    2. SIP/H.323/RTP and related protocols
    3. Basic knowledge of virtualization (VMWare, Hyper-V)
    4. Zoom CRC Topology and Zoom Administration
  1. Knowledge of AV components in an integrated space is preferred.
  2. Upgrade software on existing inventory and installed videoconferencing/streaming related equipment.
  3. Process hardware replacements in a timely manner.
  4. Train end users on features of videoconferencing/streaming products.
  5. Demonstrable experience with various video conferencing vendors and installation of endpoints, infrastructure and streaming products.
  1. Knowledge of latest Poly video endpoints and phones is required.
  2. Experience with deploying, maintaining and troubleshooting the Poly Clariti solution is required.
  • Knowledge of Poly RealConnect and MTR Solutions preferred.
  1. Advanced knowledge of Cisco endpoints and infrastructure preferred.
  1. Technical certifications required:  PCVE/Poly Infrastructure Specialist
    1. Preferred:  Poly Solutions Expert, Network+, CCNA
  2. Provide internal training to SKC staff as directed by management.
    1. Act as a mentor to Tier 1 technicians
  3. Demonstrate all SKC approved products for clients and SKC staff as needed.
  4. Proactively research products and gain understanding of how SKC supported products function.
  5. Provide any other support to ensure SKC operates up to standards on a daily basis.
  6. Excellent time management and organizational skills are required and must be able to work well without regular management intervention; confident decision making ability.
  7. Requires ability to be available for weekend on-call work on a rotating basis.
  8. While performing business related travel duties of this job, the employee is required to have the ability to rent a car.
    1. Must possess a valid driver’s license.
  1. Provide any other support to ensure SKC operates up to standards on a daily basis.

 

ENVIRONMENT

Work Environment

SKC Communication Products, LLC promotes from within and strives to recognize each associate’s individual talents. SKC believes that our associates are our company’s most valuable asset. Consequently, SKC enjoys low turnover, promotes from within and fosters a strong team atmosphere. SKC offers a business casual environment, and we encourage our employees to be creative and enjoy the time they spend at work.

Special Physical Requirements

Capable of lifting to shoulder height 50-70 lbs.

Travel

15-20%

Education

College/Technical degree preferred

Experience

Tier 1                                            0-2 years

Tier 2                                            2+ years

Tier 3                                            5+ years in Field Related Work

 

Required Qualifications

  • PCVE/Poly Infrastructure Specialist
  • Knowledge of latest Poly video endpoints and phones
  • Experience with deploying, maintaining and troubleshooting the Poly Clariti solution

 

Preferred Qualifications

  • Knowledge of Poly RealConnect and MTR Solutions
  • Knowledge of Cisco endpoints and infrastructure
  • Poly Solutions Expert, Network+, CCNA
  • Knowledge of AV components in an integrated space
  • Excellent organizational skills
  • IT help desk experience

 

General Qualifications

Ability to analyze customer situations, make decisions and solve problems under pressure.  Ability to work with a high degree of accuracy and detail.  Basic numeric skills.  Ability to maintain positive working relationships with management, co-workers, clients and vendors.  Ability to communicate effectively face-to-face, in groups, and via telephone and written communication.  Ability to travel.  Ability to sit for long periods of time entering computer data, researching leads, and telephone communication (up to eight (8) hours).  Ability to be detail oriented, work without supervision and must be available during working hours.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, knowledge, skills and abilities required of individuals so classified. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

EOE/AA/Veterans/Disabled

 

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