BT Help Desk Engineer - Level 2 in Westminster, Colorado

ROLE TITLE: Help Desk Engineer - Level 2

LOCATION: Westminster, CO

Purpose Of Role:

The role holder is responsible for the deployment and support of Video conferencing solutions within BT and its customer base. He/she provides complex technical support of video infrastructure equipment, systems and application software, database management, network services and data security, ensuring system availability to our customers. Activities include vendor escalation and collaboration, analysis and testing of equipment, integration and management of components and models and an appreciation of and/or participation in the design of system architecture and network.

The role holder should leverage the experience of the relevant BT wide professional communities to discharge these responsibilities, thus ensuring knowledge sharing extends beyond the functional boundary of the role.

Key Responsibilities:

  • To provide technical support and/or professional services to both internal and external video clients.

  • To provide support on projects, carrying out elements of the research, analysis and/or delivery.

  • To provide operational support ensuring KPIs and SLA are achieved.

  • May lead on the delivery of specific components of a project.

  • To document incident management, draft reports, and discuss recommendations based on research with their manager.

  • Share expertise with peers.

  • Occasionally provides on the job training to other team members.

  • To support the development and implementation of unit policies and procedures.

  • May involve liaising with internal, external and third party suppliers.

  • To input to cost/timescales solutions/options and manage expectations as appropriate with customer or business unit/LoB teams.

  • To personally participate in and contribute to BT wide professional community activities where applicable e.g. knowledge sharing, best practice within BT and external industry.

  • To use the relevant BT wide professional community framework to raise their skills and those of their team to the recommended PC standards.

Business Impact:

  • Contribute up to date detailed technology know-how to projects.

  • Would generally act under supervision but may be required, Out Of Hours, to work in isolation and take professional decisions to restore critical BT or our its customers video functionality.

  • Provides accurate completion and delivery of supervised work.

Authority/Decision Making:

  • Completes own role independently or with minimal supervision/guidance.

  • Uses discretion in identifying and resolving complex problems and assignments.

  • Specific instruction is usually given and work is reviewed at frequent milestones.

  • Determines when problems should be escalated to a higher level, internal third party or vendor.

  • Ability to determine the delegation to team members that report to the role.

  • May have some budget responsibility.


  • Typically engineering/science degree or has served a technical apprenticeship and obtained Polycom and Cisco certifications in relation to video conferencing technology.

  • May have obtained some appropriate recognised current accreditation to an external professional body and/or industry standard.

  • Relevant professional experience working with Polycom and Cisco endpoints and infrastructure.


  • Demonstrates competence in own area and may still be acquiring higher level skill.

  • Typically works with moderate guidance in own area of knowledge.

  • Deepens knowledge/skills in one area or broadens ability over a variety of skills.

  • Applies knowledge/skills to a variety of standard day to day activities.

  • Identifies unusual technical problems

  • Responds to client requests in non-standard situations, and investigates all the facts.

  • Understands the key business drivers; and uses this knowledge to focus own work.

  • Works to control costs related to own work.

  • Identifies the problem and all relevant issues in straightforward situations; is able to generate possible solutions and assess each using standard procedures, leading to a sound decision.

  • Prioritises and organises own work to deliver to agreed deadlines.

  • Probes and listens carefully.

  • Able to present information clearly and in an appropriate style to make technical information clear.

  • Persuades others in straightforward situations.

  • Able to contribute actively in team activities, sharing experience and ideas.

  • Builds productive relationships internally and externally.

  • Has a comprehensive understanding of professional communities relevant to the LOB and uses the PC development framework to maximise the potential of themselves, their team and the wider BT team.

Help Desk requirement list for a Level II

(Cisco/Tandberg, Polycom and AV)

Level II -Minimum criteria for level II Engineer:

Strong experience on Endpoints and at a minimum the Cisco/Tandberg Certification TCE1 or TCAP, and/or minimum of 2-3 years of experience on Tandberg/Cisco. And from Polycom the CVE Certification, and/or at a minimum 2-3 years of experience on Polycom.

Tandberg/Cisco Endpoints

  • Tandberg C20, C60, C90, MXP series

Tandberg/Cisco Certifications or 3 yrs of minimum experience -equivalents

  • TCE1 – covers endpoints C20, C60, C90 series; VCS Gatekeeper; TMS-Tandberg Management system

Polycom Endpoints and Infrastructure gear

  • Polycom Infrastructure gear – RMX bridge, CMA, VBP, V2IU

  • Polycom endpoints: HDX, VSX, RPX, OTX

  • Polycom PCVE - Must

AV requirements

  • Audio Visual – Control systems, integrated conferencing rooms

  • Crestron gear, Extron, projectors, AMX, audio gear such as mixers, Clearone, Soundstructure

Other Certifications /Experience

  • Tandberg Telepresence


Cisco CTM:

  • Administration/configuration

  • Status Dashboard

  • Troubleshooting

  • Log file analysis

  • Room discovery/Update scheduling

  • LDAP server

Cisco CTMS:

  • Administration/Configuration

  • Adding endpoints to an existing conference

  • Adhoc conferences

  • System health

  • Troubleshooting

  • Log file analysis

Cisco CTS endpoints:

  • Log file/time stamp analysis

  • System status

  • System configurations

  • Network analysis (Markings, network connection configuration)


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.

Job: IT, Systems and Security

Title: Help Desk Engineer - Level 2

Location: Colorado-Westminster

Requisition ID: 93304