Audio and Visual Engineer - Level 2
Dallas, TX

Job Description

Audio and Visual Engineer Level 2

Westminster, Colorado

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

Why this role matters

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.

What you'll be doing

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 office & is responsible for the facilitation & execution of customer videoconferencing requests.

Responsibilities:

* Execute on reservations related tasks such as reservation creation/modification, monitoring of videoconferences, performing quality assurance checks, act as Dedicated Conference Producer (DCP) as required, escalation of technical issues to the technical team.
* Interact by phone and email directly with conference requestors.


* Provide Producer Assisted Meet & Greet support for Videoconferences


* Load conferences onto the bridges as required.


* Maintain databases with reservations related information, on-site equipment and Users.


* Assist with conducting Site integrity and participating in video conferences as needed to ensure connectivity and quality assurance.


* Monitor infrastructure & endpoint equipment through the use of REM or customer provided monitoring tools as applicable.


* Perform second level troubleshooting of endpoint equipment as required.


* Troubleshoot with maintenance providers to confirm resolution and request RMA support as provided by the SOW.


* Conduct new system certifications and onboarding.


* Interact directly with customer clients in the support of the technology.


* Handle in-call technical support issues; performing second line troubleshooting.


* Troubleshoot and resolve technical support issues that occur with client endpoints.


* Troubleshoot with service partners to confirm & resolve technical issues.


* Support ITIL standards as it pertains to Incident Management & Problem Management.


* Conduct system certifications and Remote Equipment Monitoring (REM) on-boarding.


* Recommend measures to improve performance and increase efficiency.


* Maintain Onward database with information, on-site equipment and users.


* Conduct product certification, quality assurance testing and acceptance for introduction to Customer's production environment.


* Assist in the testing of new customer site deployments, provided it does not impede their primary support requirements.


* Work with cross-functional teams assisting with conference room technology related issues.


* Understand and adhere to BT standard operating procedures.


* Act as an escalation point for the first line technical support team.


* Understand and adhere to Customer's standard operating procedures.


* Perform additional duties as assigned.



We'll also need to see these on your CV

Skills/Experience:

* 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 Polycom MCU
* Experience with Polycom Telepresence Systems
* Experience with Polycom RMX a plus
* Experience with Polycom Endpoints (ISDN & IP): HDX and GS
* Ability to work effectively both independently and within a team.
* Self-directed, detail-oriented.
* 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.
* Ability to sit for long periods

Why choose us?

BT in the Americas is a leading expert in managed networked IT services, operating globally and delivering locally. We work for 8,500 organizations, such as Nestle Purina, BMW, Credit Suisse, Deutsche Bank, Heinz, Procter and Gamble, PepsiCo, Bristol-Myers Squibb, JP Morgan Chase, Bank of America, Fiat- Chrysler, Microsoft, NATO, NYSE, Thomson Reuters, Unilever, Volkswagen, Volvo and many more. By combining products and services with industry-specific solutions and consulting expertise, we deliver efficient and secure systems to our customers.

BT has had a presence in the United States for more than 30 years. Headquartered in Dallas, Texas, we have more than 3000 professionals, with offices in over 16 key cities across the US. BT owns and operates its own network infrastructure in North America. This includes nation-wide reach to all major US cities with MPLS nodes across the US, making up one of the larger MPLS networks of any carrier in the region. This expanded footprint enables us to reach over 80% of key customer sites, as well as extending coverage beyond the US with MPLS points across the region.

We value different perspectives, skills and experiences. We're creating an inclusive working culture where people from all backgrounds can succeed. That's why we welcome applications from all parts of the community.