Avixa
IT Integration and Solutions Professional I
Avixa, Raleigh, North Carolina, United States, 27601
The
IT Integration and Solutions Professional I
is an on-site administrative support professional role providing Tier Two and Three level support for the Panopto lecture capture system and backup support for the Zoom collaboration platform at our enterprise campus. The selected candidate will tackle complex problems within the managed software for both Panopto and Zoom, ensure that DELTA policies regarding all supported applications are enforced, and monitor application performance daily. This position also provides backup support for DELTA mini-studio spaces, monitors external change drivers including but not limited to: changes in technologies & industry standards; updated needs/requirements of our campus partners; and updates/changes to the lecture capture system & production roadmap made by the vendor (Panopto). The selected candidate will serve as a technical lead for the lecture capture system and related software, consult on strategic system functions, ensure robust online content delivery and work with internal teams to meet business needs.Primary Duties include:Engage and collaborate with DELTA PHP developers, DELTA IST & ILSS peers, Learntech colleagues & DE administration/staff to determine potential improvements/feature requests and/or DELTA programming to augment and/or enhance our supported services.Work with DELTA colleagues noted above, relevant NC State stakeholders & DELTA management to craft policies & procedures based on functional specifications.Provide analytical data regarding lecture capture usage & trends.Plan and submit feature requests and feedback on known issues to vendor support. Open support tickets & follow cases through resolution.Contribute to the development of effective KBA's & training materials with DELTA Learntech colleagues by analyzing and assessing customer needs. Ensure proper online help material is available. Create training materials to provide customer resources & accommodate self-learners.Collaborate and consult with other DELTA staff (e.g. support/help desk staff as well as technical staff) to resolve technical issues/problems related to directly managed applications and other applications supported by the team.Develop changes and enhancements to the lecture capture system. Leverage DELTA technologies to the highest possible degree to improve student success.Run analytics to review, analyze & evaluate current system(s) to implement improvements.Provide customer service and quality control for all stakeholders of DELTA supported applications.Provide Tier 2 & 3 level support with internal and external organizations, as well as for support of instructional content.Determine technical needs of supported systems; provide information to DELTA leadership.Participate in special projects involving other DELTA teams, campus partners, software developers & vendors as assigned.Required Qualifications:3+ years of at least Tier Two level Technical Support and Customer Service experience.Proven customer focus with outstanding interpersonal skills and the ability to work and motivate individuals.Excellent verbal, written communications, and customer service skills.Support experience with ITSM solutions, such as ServiceNow or equivalent.Excellent knowledge of Panopto enterprise software applications commonly used for lecture recording, screencasting, video streaming, and video content management software or equivalent.Eight plus years of experience in information technology, customer service, or higher education.Excellent knowledge of Zoom Unified Communication and Collaboration Platforms.Excellent problem solving and analytical skills.Experience working in Help Desk or Technology Support Environments.Other responsibilities may be assigned to help drive our vision and mission to alignment with our Organization’s Values.Basic knowledge of computers and computer networks.Basic knowledge of concepts, best practices, and procedures in audio video conferencing technologies.Demonstrated commitment and ability to work with a varied group of students, faculty, staff and constituents in support of campus and department missions.One or more technical certifications including, CTS, COMPTIA A+, Network+, etc.Experience working in Higher education supporting faculty and AV/IT inside classroom environments.Proficient skill set in today’s technologies such as Windows 11, MS Office/Office 365, VPN’s, Apple iOS, Android.Preferred Qualifications:Experience supporting all levels of users and staff, with integrity, confidence and excellent customer service skills.Experience supporting and administering Zoom’s cloud platform.Experience with Zoom, Zoom Webinars, and Zoom Event, and other meeting solutions is a plus.Experience with G Suite for Education, Microsoft Office, Teams, Moodle.Experience collaborating and coordinating with varied groups/departments.Experience with project management and execution.Experience with room-based videoconferencing, VoIP and SIP/H323 protocol.Good working knowledge in Microsoft Office 365, Microsoft Exchange, Azure AD and SSO.
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IT Integration and Solutions Professional I
is an on-site administrative support professional role providing Tier Two and Three level support for the Panopto lecture capture system and backup support for the Zoom collaboration platform at our enterprise campus. The selected candidate will tackle complex problems within the managed software for both Panopto and Zoom, ensure that DELTA policies regarding all supported applications are enforced, and monitor application performance daily. This position also provides backup support for DELTA mini-studio spaces, monitors external change drivers including but not limited to: changes in technologies & industry standards; updated needs/requirements of our campus partners; and updates/changes to the lecture capture system & production roadmap made by the vendor (Panopto). The selected candidate will serve as a technical lead for the lecture capture system and related software, consult on strategic system functions, ensure robust online content delivery and work with internal teams to meet business needs.Primary Duties include:Engage and collaborate with DELTA PHP developers, DELTA IST & ILSS peers, Learntech colleagues & DE administration/staff to determine potential improvements/feature requests and/or DELTA programming to augment and/or enhance our supported services.Work with DELTA colleagues noted above, relevant NC State stakeholders & DELTA management to craft policies & procedures based on functional specifications.Provide analytical data regarding lecture capture usage & trends.Plan and submit feature requests and feedback on known issues to vendor support. Open support tickets & follow cases through resolution.Contribute to the development of effective KBA's & training materials with DELTA Learntech colleagues by analyzing and assessing customer needs. Ensure proper online help material is available. Create training materials to provide customer resources & accommodate self-learners.Collaborate and consult with other DELTA staff (e.g. support/help desk staff as well as technical staff) to resolve technical issues/problems related to directly managed applications and other applications supported by the team.Develop changes and enhancements to the lecture capture system. Leverage DELTA technologies to the highest possible degree to improve student success.Run analytics to review, analyze & evaluate current system(s) to implement improvements.Provide customer service and quality control for all stakeholders of DELTA supported applications.Provide Tier 2 & 3 level support with internal and external organizations, as well as for support of instructional content.Determine technical needs of supported systems; provide information to DELTA leadership.Participate in special projects involving other DELTA teams, campus partners, software developers & vendors as assigned.Required Qualifications:3+ years of at least Tier Two level Technical Support and Customer Service experience.Proven customer focus with outstanding interpersonal skills and the ability to work and motivate individuals.Excellent verbal, written communications, and customer service skills.Support experience with ITSM solutions, such as ServiceNow or equivalent.Excellent knowledge of Panopto enterprise software applications commonly used for lecture recording, screencasting, video streaming, and video content management software or equivalent.Eight plus years of experience in information technology, customer service, or higher education.Excellent knowledge of Zoom Unified Communication and Collaboration Platforms.Excellent problem solving and analytical skills.Experience working in Help Desk or Technology Support Environments.Other responsibilities may be assigned to help drive our vision and mission to alignment with our Organization’s Values.Basic knowledge of computers and computer networks.Basic knowledge of concepts, best practices, and procedures in audio video conferencing technologies.Demonstrated commitment and ability to work with a varied group of students, faculty, staff and constituents in support of campus and department missions.One or more technical certifications including, CTS, COMPTIA A+, Network+, etc.Experience working in Higher education supporting faculty and AV/IT inside classroom environments.Proficient skill set in today’s technologies such as Windows 11, MS Office/Office 365, VPN’s, Apple iOS, Android.Preferred Qualifications:Experience supporting all levels of users and staff, with integrity, confidence and excellent customer service skills.Experience supporting and administering Zoom’s cloud platform.Experience with Zoom, Zoom Webinars, and Zoom Event, and other meeting solutions is a plus.Experience with G Suite for Education, Microsoft Office, Teams, Moodle.Experience collaborating and coordinating with varied groups/departments.Experience with project management and execution.Experience with room-based videoconferencing, VoIP and SIP/H323 protocol.Good working knowledge in Microsoft Office 365, Microsoft Exchange, Azure AD and SSO.
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