BT Videoconferencing Resident Engineer Level II in Boston, Massachusetts
BT Conferencing is the leading unified collaboration services provider with an integrated services offering including Video Conferencing (VC), Audio Conferencing, Web Conferencing, Streaming & Video Network Management Services and Equipment. Through web-based self-service solutions, experienced full-service call centers and diversified global networks, BT Conferencing enables customers to conduct electronic meetings, events & training from anyplace at anytime. For more information about BT Conferencing visit www.btconferencing.com at http://www.btconferencing.com/ .
BT Conferencing provides the excitement of working with cutting edge technology in a fast paced, team-oriented environment. The role of the VC Resident Engineer is to provide a world class customer experience with every transaction. This position encompasses the end-to-end management of multimedia conferences (video, audio, web, streaming, etc.) from data entry to technical support. This position will be onsite at a BT Conferencing customer & is responsible for the facilitation & execution of all customer conferencing requests.
KEY ACCOUNTABILITIES/RESPONSIBILITIES (in order of priority)
Executing all aspects of videoconferencing including call set up, end user training, troubleshooting, & follow through on escalation of trouble incidents occurring during call.
Assist, as required, with the support (hands-on if necessary) of special events, high profile senior executive meetings, town halls requiring VC, as directed by client including but not limited to the following:
Setting up, testing, operation, & tearing down of AV & VC equipment; (e.g. video data projection systems, computers, audio- & video conference equipment, microphones, video cameras, audio systems, & operation of integrated AV systems).
Perform up to second level problem determination.
Troubleshoot, assess, and coordinate equipment and systems repair as required.
Create, update, and resolve trouble tickets as assigned as well as monitoring queue.
Interface with technology vendors for equipment servicing, training, etc. whether warranty or routine maintenance.
Maintain conference room integrity in compliance with SOPs; perform regular preventive maintenance checks (e.g., either report or address troubles such as cable management issues, safety standards non-compliance, etc.).
Provide updates to usage statistics, issue and repair logs, or other collection/reporting systems.
Delivery of training and client support to end users in the operations of audiovisual systems.
Compile and maintain room and equipment inventory for the Client’s global database.
Ability to coordinate audiovisual activities with other Client facilities as required (e.g., Company/Department Communication Meetings, Special Events, etc.).
Understand and adhere to Client’s standard operating procedures.
Create and modify user documentation and standard operation procedures (SOPs) as required.
Provide technical assistance & support to lead contact for all videoconferencing operations & maintenance.
Interact in person, by phone, and/or e-mail directly with client management and end-users.
Recommend measures to improve performance and increase efficiency.
Keeping abreast of current technology.
2 – 3 years AV experience, including control systems.
2 – 5 years experience in VC operations support.
Working knowledge of integrated and non integrated VC systems.
Experience and/or strong working knowledge of multiple videoconferencing platforms and engineering.
Experience with Cisco/Radvision MCU
Experience with Cisco & Tandberg Telepresence Systems
Experience with TMS a plus
Ability to work effectively both independently and within a team.
Ability to work in a fast-paced high-end customer focused corporate environment.
Good organizational skills with the ability to prioritize and multi-task.
Communicate effectively (verbally and in writing).
Ability to exceed expectations projecting a calm and professional demeanor even during stressful situations.
Accountable for client satisfaction; maintains/builds effective working relationships.
Demonstrate flexibility (e.g., redeployment, off-hour setup requests, etc.)
Experience with Microsoft Windows based platform (including Microsoft Word and Excel).
Experience with Web-based applications.
Foreign language skills a plus.
Educated to a high school level required.
A college (university) degree is preferred, or the equivalent in experience.
Vendor specific certifications on video conferencing systems a plus.
Process knowledge and development experience a plus.
BT is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
BT is an employee-oriented company that offers a collaborative environment. Above & beyond your base salary are the following: comprehensive healthcare including medical, dental and vision coverage; 401K match; flex spending accounts; short/long term disability & life insurance; vacation time off; etc.
Existing authorization to work in the United States is required.
Relocation support for this position is not currently available.
Job: IT, Systems and Security
Title: Videoconferencing Resident Engineer Level II
Requisition ID: 95323