• MOCC SUPPORT (ETO - CLIENT SERVICES) - Client Services

    Location(s) US-UT-Salt Lake City
    Job ID
    2019-56854
    Schedule Type
    Full Time
    Level
    Associate
    Function(s)
    Technology
    Region
    Americas
    Division
    Engineering
    Business Unit
    ETO and Vendor Management
    Employment Type
    Employee
  • MORE ABOUT THIS JOB

    Design, engineer, deploy & lifecycle manage the firm’s voice, multimedia systems, messaging platforms, desktop and productivity apps including; MS Exchange, perimeter gateways, MS Office, Outlook, Visio, Google docs, Trader voice platforms, call manager and Telepresence. The group ensures the resiliency, optimization, security and protection of our systems and the delivery and management of the firm’s robust product groups.Multimedia Operations Control Centre Team Member will be responsible for providing world class technical support to our global user community. The team works in a fast-paced Multimedia environment (HD environment), providing 24x7 support for all regions and business units within the firm. In this role, the individual will be required to provide a high level of customer service to our internal user community, utilizing their technical, communication, and service oriented skills. The role involves working in 24x7 shifts on a rotation basis.

    RESPONSIBILITIES AND QUALIFICATIONS

    HOW YOU WILL FULFILL YOUR POTENTIAL

    • Work as part of a team providing support to global business units and the technology community
    • Provide phone support for troubleshooting basic multimedia related issues on the bridge and room end infrastructure.
    • Assist internal clients with audio video, teleconferencing and room reservations
    • Help users by resolving complex multimedia related issues
    • Provide triage support for all hardware and peripherals related to the Multimedia environment
    • Timely entry, updating, and closure of all tickets and issues
    • Adhere to established service levels, quality standards, and best practices
    • Documentation collaboration with the global technology community
    • Ability to train end users via the phone, in real time when necessary
    • Identification of reoccurring issues which may require root cause analysis

    SKILLS AND EXPERIENCE WE ARE LOOKING FOR

    • Knowledge of bridge operations and an exposure into a VC room end infra architecture is required.
    • Hands on experience on HD video bridges
    • Understanding of various video protocols
    • Exposure on TMS, Polycom VSX series, AMX Panels, CISCO TP, CTMS, TPS, MXE
    • Video call execution and troubleshooting
    • Exposure on Audio bridges and Voice technologies
    • Basic networking and Firewall knowledge
    • CTS certification is desirable
    • Exposure to MS Office Suite.

    Preferred Qualifications

    • Exceptional verbal and written communication skills
    • Technical proficiency on Multimedia technologies
    • Some technical background across infrastructure technologies, e.g. network , voice etc
    • Must be able to efficiently document process and procedures
    • Teamwork – This position involves not only working well with others within one team but with many resolution groups globally
    • Ability to work independently, analyze problems, and make decisions with minimal management intervention

    ABOUT GOLDMAN SACHS

    ABOUT GOLDMAN SACHS

    At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world.

    We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at GS.com/careers.

    We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: https://www.goldmansachs.com/careers/footer/disability-statement.html



    © The Goldman Sachs Group, Inc., 2020. All rights reserved.
    Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity