Job Description

Do you want to build a career that is truly worthwhile? Working at the World Bank provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank consists of two entities - the International Bank for Reconstruction and Development (IBRD) and the International Development Association (IDA). It is a global development cooperative owned by 189 member countries. As the largest development bank in the world, the World Bank provides loans, guarantees, risk management products, and advisory services to middle-income and creditworthy low-income countries, and coordinates responses to regional and global challenges. Visit www.worldbank.org.

ITS Vice Presidency Context:

Information and Technology Solutions (ITS) enables the WBG to achieve its mission of ending extreme poverty and promote shared prosperity in a sustainable way by delivering transformative information and technologies to its staff working in over 150 locations.

Our vision is to transform how the Bank Group accomplishes its mission through information and technology. In this fast-paced, ever-changing world, the formulation and implementation of the ITS strategy is an ongoing, iterative process of learning and adaptation developed through extensive consultations with business partners throughout the World Bank Group.

ITS shapes its strategy in response to changing business priorities and leverages new technologies to achieve three high-level business outcomes: business enablement, by providing Bank Group units with innovative digital tools and technologies to transform how they deliver value for their clients; empowerment & effectiveness, by ensuring that all Bank Group staff are connected, able to find information, and productive to accelerate the delivery of development solutions globally; and resilience, by equipping the Bank Group to provide risk-based cybersecurity and robust data protection for a global network and a growing cloud platform.

Implementation of the strategy is guided by three core principles. The first is to deliver solutions for business partners that are customer-centric, innovative, and transformative. The second is to provide the Bank Group with value for money with selective and standard technologies. The third principle is to excel at the basics by providing a high performing, robust, and resilient IT environment for the organization.

ITSGC Department Context

The Global Telecoms & Client Services (ITSGC) department within ITS provides global communications and client services, products and support for all member organizations across the World Bank Group. Services provided by ITSGC include: global network, unified communications (Telephony and Video-conferencing), end-user device and mobility service provisioning, IT support (Helpdesk, front-line IT support and IT training), rapid application delivery services for the entire World Bank Group, as well as coordination and implementation of all infrastructure projects facing World Bank Group country offices.

Position Overview:

This position is a part of ITSCU unit under ITSGC. The VC NOC Technician will be responsible for providing Video Conference related Infrastructure support and enterprise level client support by working closely with service providers including external vendors and identifying, troubleshooting and resolving moderate to complex technical and non-technical end user questions for all VC services.

Duties and accountabilities:

• Support and help clients to reserve video conferences and Telepresence sessions and WebEx.

• Works directly with customers to probe and ask effective questions to fully diagnose both the root cause of a problem and the customer's comfort level with technology. Assesses more complex, non-routine problems in their area of specialization.

• Deliver training sessions to the IT community on new solutions as well as end-users on tips and tricks related to the VC service.

• Guide users on how to book, manage and operate WebEx sessions.

• Provide client support on the phone, for walk-ins, on video and on site.

• Schedule, manage, monitor, and control video conferences with Cisco Telepresence Management Suite (TMS)

• Install, configure, and maintain videoconferencing equipment including Cisco codecs, displays, and speakerphones.

• Provide high-level familiarity with AV and VC systems and equipment; intuitively interact with new equipment and applications with ease.

• Test and certify new and upgraded Video conferencing hardware and software.

• Operate high level video conferences and Telepresence sessions remotely.

• Help users to connect mobile devices to video conferences and WebEx.

• Train users, peers, and new colleagues.

• Conduct interoperability tests between Voice, Video and Telepresence endpoints

• Identify requirements for the Video services in the region.

• Provide / generate comprehensive reports and metrics for VC services.

• Work with Network Management team to participate in network and traffic analyses as it relates to endpoint health.

• Work with Cisco to capture troubleshooting logs and related data for issue analysis.

• Acts as project coordinator and/or subject matter expert on video conferencing initiatives.

• Coordinate and lead discussions with local vendors and professional integrators.

Selection Criteria

• Bachelor's Degree with a minimum of 3 years relevant experience or Associates Degree with a minimum of 5 years relevant experience.

Role specific Experience:

• Minimum 3 years of relevant experience.

• Certification Requirements: Cisco Telepresence Solutions Specialist or Cisco Video Network Specialist.

• Hands-on experience in Cisco, Tandberg, or Polycom video technology.

• Knowledge of operating and scheduling VC sessions with Cisco TMS.

• Strong knowledge of Cisco WebEx.

• Knowledge of videoconferencing protocols such as H.323, SIP and audio / video standards.

• Experience with Virtual meetings including MS Teams, Zoom, etc.

• Experience in user support and conference room maintenance.

• Excellent client support capabilities.

• Ability to quickly aid video services user community.

• Proficient knowledge of the fundamental concepts of videoconferencing technology.

• Proficient knowledge and understanding of effective practices for dealing with clients in a variety of situations.

• Ability to work cooperatively and collaboratively in a team environment.

• Ability to analyze information and draw accurate conclusions.

• Ability to apply problem solving strategies to evaluate and solve problems effectively.

• Copes effectively and is productive under work stress.

• Requires excellent drafting and communication skills.

• Ability to deal sensitively in multicultural environments and build effective working relations with clients and colleagues both within and outside the organization .

• Experience with Ticketing system (Remedy/ServiceNow)

• Knowledge of Cisco Video infrastructure such as CMS, VCS, TPS, MCU, etc.

• Experience in installing, configuring and trouble-shooting video conferencing equipment.

• Good Experience in coordinating with Cisco TAC and RMA Process.

• Experience with Codec configuration and software upgradation.

• Good Experience with Recording and Streaming platforms.

• Process oriented.

• Flexible enough to work in shifts including night shift if required.

• Willing to work in 24*7 shift.

The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.

We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.

Learn more about working at the and , including our values and inspiring stories.