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Network Operations Analyst 3

Job Description

Let’s talk about building a rewarding career

You’ve got the passion. You’ve got the skills. Now you just need the right opportunity. At Wells Fargo, you’ll have the chance to join a team of smart and talented people who share the same values. Our diverse lines of business offer a world of opportunity to expand your capabilities and advance your career. We invest in our people and provide a supportive environment in which to learn and grow.

Position is located in San Francisco, CA. Requires work during Pacific time-zone business hours. This position provides all aspects of videoconferencing / telepresence support including customer-facing call set up and management, end user training, troubleshooting and follow through on escalation of trouble incidents occurring during call. Performs second level diagnosis, troubleshooting and resolution for intermediate to complex video conferencing, data or voice communication network issues. Recommends, costs and implements network solutions to support business needs and solve customer problems. Orders, tests, certifies, installs and configures new and upgraded network and video conferencing hardware and software. Coordinates and implements move/add/change service requests. Responds to break/fix issues, escalating to and managing or coordinating vendors as needed. Monitors network capacity. May be responsible for overall change management process. Acts as project coordinator and/or subject matter expert on video conferencing and data network initiatives. Maintains documentation. May participate in network studies and traffic analyses. May work closely with Video Engineering team to resolve issues tied to infrastructure.

This is a key role within the team that has the responsibility of troubleshooting videoconferencing and audio visual related equipment and/or functionality and finding immediate resolution on escalations of malfunctioning videoconference endpoints across the enterprise.

The successful candidate in this role should demonstrate the following skills/competencies/traits:

  • Proactively troubleshoots, assesses, and coordinates equipment and system repair as required
  • Creates, updates, and resolves trouble 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 over video or in-person, with end users of all levels up to senior management and technical partners, to assist with diagnosing and repairing audio, video and network issues remotely, in real-time
  • Extensive use of business computer systems including Microsoft Office applications such as MS Word, Excel, and Outlook.
  • Additional responsibilities as assigned.
Required Qualifications

  • 3+ years of network operations experience
  • 3+ years of experience with real-time video conferencing or telepresence installation, technical support and troubleshooting

Desired Qualifications

  • Excellent verbal, written, and interpersonal communication skills

Other Desired Qualifications
  • 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.
  • Strong working knowledge of MCUs, H.323, SIP, TIP, telepresence, Cisco, Tandberg or Polycom video conferencing endpoints.
  • Must be comfortable and productive working independently, with a team, and with remote teams/ individuals using collaborative tools.
  • Demonstrated ability to remotely manage multiple in-progress video calls simultaneously, troubleshooting and resolving common video conferencing technology problems (audio, video, control) in real-time, using conference management tools such as TMS, CMA, DMA.
  • Cisco telepresence/video conferencing experience. Remedy, Infocomm CTS, Cisco CCT Telepresence, CVE.

    All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

    Relevant military experience is considered for veterans and transitioning service men and women.

    Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.