Senior Technology Operations Analyst

Video Conferencing Support Specialist

Wells Fargo seeks seasoned white glove video conferencing support specialist. This position will perform second level diagnosis, troubleshooting and resolution for intermediate to complex video conferencing, data or voice communication network issues. Recommends and implements video conference and audiovisual solutions to support business needs and solve customer problems. Orders, tests, certifies, installs and configures new and upgraded video conferencing hardware and software. Coordinates and implements move/add/change requests. Responds to break/fix issues, escalating to and managing or coordinating vendors as needed. Uses video conferencing management and observability tools to manage and monitor video conferencing health. May be responsible for overall change management process. Acts as subject matter expert on video conferencing initiatives and identifies and remediates issues proactively. Maintains documentation. May participate with technology stakeholders for research and remediation of complex video conference traffic issues. Will work independently onsite but with support of tight-knit remote team.

This position provides all aspects of videoconferencing and audio-visual support including customer-facing call set up and management, end user training, troubleshooting and follow through on escalation of trouble incidents occurring during calls. Proactively troubleshoots, assesses, and coordinates equipment and system repair as required. Creates, updates, and resolves service tickets. Demonstrates strong, client-facing customer service skills, able to diffuse and control escalated situations effectively while projecting a calm and professional demeanor, even during stressful situations. Communicates over telephone, face-to-face, video or in-person, with end users of all levels up to senior management and technical partners, to assist in diagnosing and repairing audio, video and network issues remotely, in real-time. Flexible to solve special one-off requests from leaders as needed. Build relationships with key technology partners, Executive Support team, and executive admins. This role will co-lead white glove support resources in New York and Charlotte, and will be responsible for maintaining strong working relationships with executive administrators and key technology stakeholders.

Required Qualifications:

• 4+ years of Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 4+ years of strong, hands-on customer-facing professional audio visual, video conferencing/ telepresence -specific installation, technical support / troubleshooting experience in a corporate environment.
• 4+ years of working knowledge of Cisco or Polycom video conferencing endpoints
• 4+ years of experience remotely managing multiple in-progress video calls simultaneously, troubleshoot and resolve common video conferencing technology problems (audio, video, control) in real-time, using conference management tools such as Cisco WebEx Control Hub, TMS, Crestron Fusion.

Desired Qualifications:

• MS Teams Room implementation/support
• Teams Admin Center/Call Quality Dashboard
• ThousandEyes, Vyopta or other observability tools
• Cisco Unified Communications Manager (CUCM)
• ServiceNow or similar ticketing platform
• Creston, Extron, and audio DSP experience a plus.
• Must be punctual and able to work well under the pressure of troubleshooting, managing and interacting with clients in-person or via live video calls in real-time.
• Must be comfortable and productive working onsite independently and with remote video conference team peers, using collaborative tools.
• Basic knowledge of videoconference network topology.

Pay Range: $44.23 - $69.71

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.