BT Resident Engineer Level III in United States
Role Title: Network Engineer - 3rd Shift
Team: BT Conferencing – Single Client support
Location: Westminster, CO
We Bring It All Together For You
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 any time. For more information about BT Conferencing visit www.btconferencing.com at http://www.btconferencing.com/ .
Heritage and Scope
We understand networks and our customers can draw on more than 30 years of experience working with them. We have a unique breadth of scope, reach and capability. Our network reaches all corners of the world, underpinning global business by delivering networked IT services securely and efficiently wherever it operates. We’re part of BT Group, which, with annual revenues of more than $30 billion, is one of the 200 largest companies in the world. BT is a direct descendent of the world’s first commercial telecommunications undertaking. Founded in 1846, it was the forerunner of today’s $3.2 trillion IT industry. With privatization in 1984, BT heralded today’s vibrant and competitive telecommunications industry.
Purpose of the Role
The Resident Engineer Level 3 provides 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 is responsible for the facilitation and execution of tasks associated with the operation of Cisco video solutions.
Coordinate and manage video/audio events using the client & BT provided scheduling database.
User and Operator Access management.
Maintain records in customer database with information on site equipment & users.
Maintain usage statistics and reporting
Monitor video infrastructure and test configurations prior to upgrading environment
Perform semi-annual disaster recovery drills whereby primary systems are shut down and backup systems brought into service.
Execute all aspects of VC including call set up, end user training, troubleshooting, & follow through on escalation of trouble incidents occurring during call.
Perform & report on third level problem determination.
Create, update, & resolve trouble tickets as assigned as well as monitoring queue.
Interface with technology vendors for equipment servicing, training, etc. whether warranty or routine maintenance.
Manage & deploy client provided spares as required.
Coordinate audiovisual activities with other Client groups as required (e.g., facilities, IT, etc.).
Create & modify user documentation & standard operating procedures (SOPs) as required.
Interact in person, by phone, &/or e-mail directly with client management & end-users.
Understand, adhere, & facilitate the adherence to Client’s SOPs.
A college (university) degree is preferred, or the equivalent in experience.
Educated to a high school level required.
Vendor specific certifications for Cisco Networking as well as Cisco Collacoration a plus.
Skills and Experience
5 – 10 years’ experience in Cisco Networking.
Ability to work nights and weekends as need in an on-call basis.
Working knowledge of integrated and non-integrated VC systems.
Experience and/or strong working knowledge of multiple videoconferencing platforms and engineering.
Cisco Certified Network Associate
Cisco - VCS, CUCM, MCU and TMS configuration
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
Must be able to work third shift.
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.
Existing authorization to work in the United States is required.
Relocation support for this position is not currently available.
Job: Customer Service and Contact Centres
Title: Resident Engineer Level III
Location: United States
Requisition ID: 93576