Sr. Enterprise Infr. Ops Engineer- AV Support

Overview

JOB SUMMARY: Each employee at the Medical Center has a critical role in delivering the most remarkable patient experience, in every dimension, every time, and understands how he or she contributes to the health system’s vision of achieving that commitment to patients and families. The Senior Unified Communication (UC) Engineer exemplifies the Wake Forest Baptist Medical Center (WFBMC) Values and Code of Conduct. Full alignment with the vision, mission and values of the WFBMC organization are expected in every aspect of this job. Installs, operates, programs, and maintains hardware and software for a variety of video conferencing systems, including a variety of audio video control systems, in-room presentation, AV controllers, VC platforms, and projectors; to research and evaluate available and emerging technologies; to assess videoconferencing needs, and recommend system designs to meet department objectives; and to perform related duties as assigned. Researches and evaluates available and emerging technologies, assesses video conferencing needs, recommends system designs to meet enterprise and department objectives, and performs related duties as assigned. (This is the full performance level of this class series. Incumbents at this level are expected to know how to operate and troubleshoot all telecommunications systems serviced by the organization.) 

EDUCATION/EXPERIENCE: Preferred Education: Completion of a technical program in electronic technology, video conferencing and networking, or computer science or equivalent experience with three years of experience as a Video Conferencing Engineer or equivalent. Other: Six years of relevant experience may substitute for the education and experience requirements listed above. 

LICENSURE, CERTIFICATION, and/or REGISTRATION: Extron and Crestron certifications within 12 months of hire.  Microsoft 365 Teams certification preferred.

ESSENTIAL FUNCTIONS: 

1. Leads, executes and drives critical Video Conferencing projects to completion. 

2. Senior team member that programs, analyzes, and resolves problems related to Video Conferencing systems' software and hardware and is the top tier support for the Video Conferencing platforms.

3. Researches and evaluates the capabilities and costs of new and available technologies and makes recommendations to the Video Conferencing Management team regarding improvements, purchases and cost-saving measures. 

4. Meets with managers and service users to assess current systems, help to define strategies, determine Video Conferencing needs, explain the costs and benefits of available options, prepare preliminary design proposals systems to meet agency needs, and coordinate installation with vendors. 

5. Provides and leads ongoing technical and operational assistance for all supported communications systems, schedules and oversees contracted maintenance and repair services, and provides consultation and assistance as assigned.

6. Administers and troubleshoots a variety of Video Conferencing platforms (Teams, WebEx, Zoom, etc).

7. Administers call Video Conferencing systems by maintaining data bases, producing reports of calls, invoicing users, tracking calls as requested and resolving problems; analyzes system for cost effectiveness and recommends ways to cut maintenance costs and use revenue to enhance system performance. 

8. Coordinates moves/adds/changes of communication equipment by: obtaining written estimates and authorizations, implementing software changes, contacting vendors to schedule service or purchase equipment, invoicing users for services, and maintaining an inventory of devices and their locations within the network. 

9. Installs and tests communication components, including analog circuits, T1 lines, transmission lines, and circuit packs; operates and maintains data test equipment, analyzes communications system data, and makes corrections to the system as needed. 

10. Trains end users in the use of various kinds of communication equipment in classroom and on-site settings. 

11. Promptly responds to technical emergencies. 

12. Adheres to the Enterprise standards to promote a cooperative work environment by utilizing communication skills, interpersonal relationships and team building. 

13. Provides technical assistance and training to the Video Conferencing team to help advance their skills and technical knowledge within all areas of Video Conferencing.

SKILLS/QUALIFICATIONS: Knowledge of the practices and principles of Video Conferencing systems analysis, planning, design, and problem resolution. Ability to create strategies, install and troubleshoot the relevant Video Conferencing systems. Ability to communicate clearly both orally and in writing. Ability to establish effective working relationships with vendors, contractors, and users.   Knowledge of relevant operating systems. Knowledge of organizational procedures for administering contracts related to the Video Conferencing systems.  Skill in organizing and directing the implementation of Video Conferencing projects. Skill in developing, programming, and performing the installation of Video Conferencing systems. Skill in identifying and remediating signal connection problems.  Skill in mastering the application of new technology and researching new products. Ability to work effectively with all hardware and software in the Video Conferencing systems. Ability to work effectively with managers and systems users to assess needs and analyze problems. Skill to train and advance the knowledge awareness among co-workers.

WORK ENVIRONMENT: On-premise, clean, indoor office setting Possible exposure to infections and contagious diseases Handles emergency or crisis situations Pressure due to multiple demands and tight timelines Subject to many interruptions Occasionally subject to irregular hours and weekend hours Occasional pressure due to multiple calls and inquires 

PHYSICAL REQUIREMENTS: 0% 35% 65% to to to 35% 65% 100% N/A Activity X Standing X Walking X Sitting X Bending X Reaching with arms X Finger and hand dexterity X Talking X Hearing X Seeing Lifting, carrying, pushing and or pulling: X 20 lbs. maximum X 50 lbs. maximum X 100 lbs. maximum