Telephony Networking and Conferencing Support Engineer
Dallas, TX

Job Description

ROLE TITLE: Telephony Networking and Conferencing Support Engineer

LOCATION: Phoenix, AZ (Customer Premise)

The On-site Telecom Engineer is a 100% customer facing role based onsite within BT Customer sites across USA. They are accountable for level 1 to 2 support with primary skills in Voice, and Contact Centre. Basic Networking and AV skills are required as well. The candidate shall have a working knowledge of Avaya and Cisco telecom systems.

The engineer will be stationed daily at the customer site to handle local incidents and service requests. The engineer, as part of the US team, will also manage incidents and service requests for all other US customer sites.

The primary function of the On-Site Support person is to assist with the support of:

1. Telephony Services - including basic phone systems, and basic call center operations activity.

2. Networking Services - including basic router/switch support.

3. Conference Services - including Video Conferencing, Audio/Web Conferencing and where required, Audio/Visual Systems.

Primary Responsibilities:

1. Manage all assigned incidents effectively either directly or working in an effective team, driving diagnosis and rapid restore of service in accordance with service level targets.

2. Act as local site contact for service issues.

3. Perform quality control checks and maintenance of Network, Telecom and Conferencing systems to ensure they are functioning properly. Opening tickets with maintenance providers when necessary.

4. Arrange return of defective equipment for repair to manufacturer, and support on-site inventory of equipment as appropriate

5. Support all site based change control activity as required.

6. Telecom Support Consists of the following:

6a. Basic phone support, including phone replacement, and basic phone configurations (name, password reset, etc..)

6b. Basic call center support, including skill group setting, basic call routing assurance, voice announcement support, etc

7. Network Support Consists of the following:

7a. Basic router and switch support, including verifying and supporting the installation and maintenance physical systems and cabling

7b. Hands on support for Tier 2 maintenance and issue management activity

8. Video Conference Support Consists of the following:

8a. As needed, provide onsite conferencing support for VIP events.

8b. Perform regular checks to conference rooms AV (where appropriate) and VC.

8c. Move and setup portable VC and audio systems as required

Knowledge and specific skill sets:

1. A demonstrated ability to work independently and a strong work ethic are important with this role, as is being dependable and arriving constantly to office locations.

2. Strong communications skills and the ability to work in a corporate environment, collaborating directly with customers and service providers of all levels, either in person, over the phone or electronically.

3. The visibility of this role requires maintaining a professional appearance and providing a positive company image to our business clients.

4. Reporting to managers on a daily/weekly basis on current and upcoming projects and events.

5. Telecom solution experience, including Avaya phone systems.

6. Network solutions experience, including Cisco and Aruba systems.

7. Conferencing solution experience, including

7a. Experience with the set-up of TVs, projector mounts, racks and other AV equipment and the installation of other AV equipment as directed by a manager or project manager.

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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.