Customer Support Specialist, VTC Engineer - NYC

New York, NY 10013

Category: Technical Support Job Number: 5892 Industry: Vendor-Videocon/ AV Level of Experience: Mid-Senior

Our client is a leading global provider of conferencing and collaboration products is seeking a Customer Support Specialist for its Technical Assistance Center, located in Midtown Manhattan, NY.

This is a Engineer role requiring deep technical skills in conferencing and collaboration technology as well as comfortable communication with customers.


Respond to customer trouble reports

Coordinate and operate a trouble ticket system designed to identify customer service issues;

Provide remote diagnostics and take corrective action.

Track repeat problems and provide feedback (reports) to the Technical Service Manager and Product Manager.

Identify recurring problems that may require design changes and develop test plan to produce a resolution;

Troubleshooting protocols for all equipment and other vendors’ products.


Experience, Education and Skills Requirements

Bachelor's degree or equivalent experience in relevant IP networking, conferencing and collaboration technologies.

5-7+ years in a technical support environment for IT Vendor, Network Services Provider, VAR or Systems Integrator.


  • Ability to guide caller through troubleshooting protocol, using common, easily understood, terms;
  • Ability to troubleshoot, configure and maintain network devices (access routers, firewalls)
  • Technical knowledge of IP Networking, including routing protocols and VoIP, SIP, H.323, videoconferencing applications.
  • Hands-on knowledge of operating systems (Windows, Linux) and virtualization (vmWare)
  • Knowledge of audioconferencing, videoconferencing and collaboration technologies very helpful. 
  • Direct experience with Lync / SKYPE for Business a differentiator.



Cisco certifications (CCNA, CCDA, etc.) helpful

Microsoft Certified System Engineer (MCSE) helpful


This is a full-time, direct-hire role. 

NOT a contract.

No relocations supported

No visa/ H1b sponsorship offered


SaaS, Videoconferencing, IP Networking, VoIP, Cisco, Tandberg Telepresence, Polycom, Codian, LifeSize, ClearOne
Established in 1991, J. Patrick & Associates, Inc is an Executive Recruiting firm that focuses on Executive Management, Sales, Marketing and Technical roles within Information Technology markets. We have over 20 years of experience recruiting in every aspect of AV/VTC/UC, Application, Storage, Information/Network Security, Mobile Technologies and Telecommunications. We handle Contingency and Retained search, as well as contract staffing. Our clients include industry-leading Technology Vendors, Systems Integrators, Telecommunications Service Providers and End User organizations.

Jamie McDougall

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