Video Conference Specialist

Video Conference Specialist

BCforward is currently seeking a highly motivated Video Conference Specialist for an opportunity in Plano, TX!

Position Title: Video Conference Specialist

Location: Plano, TX, 75024

Anticipated Start Date: 09/16/2024

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 with possibility of extension

Job Type: [FULL TIME (40 HRS WEEKLY)], [CONTRACT], [Remote]

Pay Range: $28.53/hr - $37.35/hr 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.).

Job Description:

Position Summary:

The Resident Engineer will serve as a dedicated primary technical liaison between Poly and a key global account. The Resident Engineer will be based at the customer campus for support of video operations during business hours and/or after hours for critical situations or maintenance activities (though this rare). This includes providing onsite technical support for video conferencing issues, tracking and resolving incidents, submitting requests for RMA's, tracking assets, providing MACD support (including installing and configuring video conferencing equipment), guiding customers in the use of video conferencing equipment and software, and creating and maintaining support and process documentation. This is a customer-facing position, and the successful candidate will have outstanding customer service skills. The Resident Engineer will perform the following job functions:

Job Description

• Develop and implement a process for testing and validating video conference room setup.
• Resolve issues found during validation. Work with vendors for issues that must be resolved by 3rd party vendors.
• Develop and document support processes for video conference rooms.
• Train personnel to provide support using the documented processes.
• Provide customer onsite and phone-based support for Incident Management.
• Troubleshoot incidents, gather problem descriptions, log files, configuration data, and work with HP/Poly support personnel to analyze them to determine root cause of problems and implement corrective actions/solutions.
• Work with various support teams to escalate customer issues and limitations and provide hot fixes.
• Process RMA part replacements and perform repair activities on Poly systems located at the customer site.
• Complete onsite preparation and planning for delivery of projects such as solution deployments, configuration changes, capacity increases, and upgrades.
• Maintain accurate documentation of all actions required to resolve issues in the service ticket support database.
• Maintain asset management data and change control procedures as required by customer.
• Position may entail working some non-standard hours when appropriate, though this is uncommon.
• Assist remote support teams with System Administration and Technical Support for the complete Poly RealPresence Platform/Clariti, which includes RMX, DMA, RPAD, Clariti Manager/RealPresence Resource Manager (RPRM), endpoints (Group Series, G7500, Studio X, Trio, etc.). and other products.

Qualifications

• Bachelor's Degree or equivalent preferred.
• 5+ years of Video Conferencing background including experience with current Poly products and 3rd party video conferencing devices. Experience with endpoints such as Studio X-Series, G7500, and Group Series.
• Experience writing processes and procedures and training personnel.
• Experience with Microsoft Teams video (in conference room solutions, not desktop video).
• Experience with Poly Clariti "core" such as RMX, DMA, Clariti Manager/Resource Manager, and RPAD. VOIP experience and experience with Poly VVX/CCX and Trio phones highly desirable.
• 4 to 5 years of working experience with customer services in direct customer facing role with exceptional professionalism and customer service skills.
• Poly Expert certification (formerly PVCE) preferred.
• WCNA, CCENT, or Network+ desirable.
• 5+ years' experience with H.320, H.323, and SIP protocol desirable.
• Experience with trouble ticket and Incident Management software systems desirable.
• Must be highly organized, detail-oriented, self-motivated and able to work with little supervision.

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: Video Conference, Poly

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 228744 when responding to this ad.

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