Job Description:
Video Conferencing Technician
BCforward is currently seeking a highly motivated Video Conferencing Technician for an
opportunity in Plano, TX!
Position Title: Video Conferencing Technician
Location: Plano, TX
Anticipated Start Date: 10/01
Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.
Expected Duration: 12+ months contract + Renewable
Job Type: [FULL TIME (>=40 HRS WEEKLY) [CONTRACT], [ONSITE]
Pay Range: $35-$39.80/hr only on W2
Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).
Position Summary:
The Tier 1 Resident Technician is part of a team that is responsible for supporting the customer's Poly and Zoom video conferencing environment. This includes providing Level 1 onsite technical support for video and audio conferencing issues, scheduling and managing high-level events, tracking and resolving incidents, providing MACD support (including installing and configuring video conferencing equipment), guiding customers in the use of video conferencing equipment and software, and maintaining support and process documentation. The Resident Technician will be based at the customer campus for support of video and audio operations during business hours and/or after hours for critical situations or maintenance activities. This is a customer-facing position, and the successful candidate will have outstanding customer service skills.
Job Description
* Provide Level 1 technical support to customer end users.
* Support customer end users with user training for self-scheduling conferences.
* Assist customers in scheduling and launching video conference calls.
* Open incident tickets for incidents and maintain the customer incident management and CMDB systems.
* Provide onsite support for video onsite Move, Add, Change, Delete (MACD) requests. This includes installing and removing video equipment as requested.
* Report and provide updates on problems with standard Poly video conferencing products to the Poly Cloud and Managed Services team.
* Provide technical support in the resolution of non-Poly related issues including, but not limited to, 3rd party appliances and peripherals.
* Update and maintain customer video environment-documentation and process documentation.
* Perform any required testing and recovery from any Network breach related to virus attacks or any other fraudulent activities that affect managed video services on Poly equipment.
* Validate end-to-end service functionality upon completion of installation activities.
* De-install and dispose of displaced hardware/assets as required, following customer asset disposal policies.
Qualifications
* Associate degree or equivalent experience preferred.
* 2 years of Video Conferencing background supporting Audio-Visual and/or IT systems, including experience with Poly products and/or 3rd party video conferencing devices.
* 1 year of working knowledge of H.320, H.323 and SIP protocols.
* Knowledge of Zoom conferencing a plus.
* Experience with installing and troubleshooting Poly video conferencing devices or other video conferencing devices such as Cisco, Logitech or DTEN.
* Experience with Trouble Ticket and Incident Management software systems preferred.
* Experience with troubleshooting and incident diagnosis of computer and/or networking systems preferred.
* Must be highly organized, detail-oriented, self-motivated and able to work with little supervision.
* 2 years of working experience with customer services in direct hands-on customer facing role (not telephone support) with exceptional professionalism and customer service skills.
* Understanding of data network fundamentals: TCP/IP, cabling, and LAN troubleshooting a plus.
Benefits:
BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.
Keywords:
Poly Products
About BCforward:
Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.
BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.
BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.
To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.
This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.
Interested candidates please send resume in Word format Please reference job code 229308 when responding to this ad.
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Job Snapshot
Employee Type
Contractor
Location
Plano, TX (Onsite)
Job Type
Admin - Clerical
Experience
Not Specified
Date Posted
09/18/2024
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