VNOC Specialist

What is the role  

The Video Network Operations Center (VNOC) Specialist will be responsible for the remote audiovisual and videoconferencing troubleshooting, testing equipment, supporting digital signage, maintaining, and updating service tickets, communication with clients and partners by email and phone. 

The responsibilities include, but are not limited to the following: 

• Monitor and configure various collaboration platforms and provide technical support and troubleshooting for audiovisual and videoconferencing systems via phone and remote tools. 

• Utilize ticking system to log and track issues; escalate or redirect tickets as needed. 

• Provide remote assistance during live meetings, ensuring smooth operation. 

• Collaborate with internal technicians and external vendors to test audiovisual and videoconferencing equipment remotely. 

• Communicate professionally with clients and partners by email and phone. 

• Monitor and configure various collaboration platforms.  

• Resolve customer service issues and follow management guidelines for documentation and administrative tasks. 

• Safely use all equipment and follow company protocols. 

• Other duties as deemed necessary by contract or management. 

Work Set-up / Work Schedule 

• Remote 

• Monday, Tuesday, Wednesday, Thursday 4:00 pm – 3:00 am EST (5:00 am – 4:00 pm Philippine Time) 

Who we are looking for  

Successful candidate must possess: 

• Minimum of 1 year relevant experience in audiovisual and knowledge of audiovisual systems and videoconferencing is required. 

• Understand signal flow, device interoperability, and core components of audio-visual systems. 

• Basic understanding of network protocols, IP addressing and how AV systems interact with enterprise networks. 

• Understand videoconferencing platforms such as Microsoft Teams, Zoom, Webex, Cisco, and Poly systems. 

• Familiar with room-based systems including Logitech Rally, Crestron Flex, Poly Studio, Cisco Room kits. 

• Proficient with remote monitoring and management tools such as Microsoft Teams Pro Portal, Cisco Webex Control Hub, Crestron XiO Cloud, Logi Sync, Neat Pulse, Jabra Xpress, Pexip Cloud, and Zoom Admin Dashboard. 

• Ability to operate and troubleshoot AV control systems (AMX, Crestron, Extron, QSC) 

• Must be willing to learn new skills and keep current with rapidly changing technology. 

• Must possess strong written and verbal communication skills. 

• Must possess strong work ethic and ability to work under pressure. 

• Exceptional interpersonal and customer service skills.  

• Ability to think strategically to resolve issues that arise. 

• Ability to work independently and in a team environment. 

• Ability to multitask and prioritize daily tasks. 

• An ability to use discretion and good judgment with regards to sensitive or confidential information. 

• Must be flexible to adjust shift as needed for extenuating circumstances. 

• Relevant certifications to Unified Communications, Computer Science, Audio Visual Systems is a plus  

What we offer 

• Day 1 HMO + 1 Free dependent  

• Health and Wellness Reimbursement Benefits 

• Sunlife Group Insurance  

• Company Salary Loans 

• Government contributions 

• Assistance with government loan payments 

• 13th month pay 

• Night differentials pay 

• Holiday pay (for hours worked on holidays) 

• Mandated Leaves 

• Work equipment provided 

• Bonuses and incentives for upskilling 

• Referral Bonus