Conferencing Support Technician

Job Title: Conferencing Support Technician

Location: New York, NY

Duration: Contract - 24 months

Pay Range: $35/hr to $39.77/hr (W2)

Job ID: 409639

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

Job Description

We are seeking a Conferencing Support Technician to join our team supporting enterprise video and audio-conferencing environments. The ideal candidate will have strong experience in Poly, Teams, and Zoom platforms, AV/VC device installation, incident management, and user enablement and a proven ability to resolve cross-technology incidents, deliver onsite MACD activities, and ensure high-quality conferencing experiences.

Responsibilities:

• Provide Level 1 onsite technical support for video and audio-conferencing issues.
• Assist users with scheduling and launching video conference calls and provide training for self-scheduling.
• Open and manage incident tickets, maintain incident management and CMDB records.
• Execute MACD requests, including installing, configuring, and removing video equipment.
• Report and update issues related to Poly solutions to Poly Cloud and Managed Services teams.
• Support resolution of non-Poly issues involving third-party appliances and peripherals.
• Update environment and process documentation for the customer video ecosystem.
• Perform testing and recovery for network breaches affecting managed video services on Poly equipment.
• Validate end-to-end service functionality after installation activities.
• De-install and dispose of displaced hardware/assets per customer asset disposal policies.
• Build strong customer relationships and provide clear, professional communication.

Required Skills & Qualifications:

• Associate degree or equivalent experience preferred.
• 2 years of video conferencing experience supporting AV and/or IT systems.
• Hands-on experience with Poly devices or other VC devices such as Cisco, Logitech, or Neat.
• Working knowledge of H.320, H.323, and SIP protocols (1+ year).
• Experience with incident and ticketing systems and CMDB updates.
• Ability to troubleshoot computer and networking issues; understanding of TCP/IP, cabling, and LAN troubleshooting is a plus.
• Excellent verbal and written communication skills with the ability to train users.
• Highly organized, detail-oriented, self-motivated, and able to work with minimal supervision.
• 2 years of direct, onsite customer service experience.

Preferred Skills:

• Knowledge of Zoom or Microsoft Teams conferencing administration.
• Experience with project coordination, documentation, and presentation.

Why BCforward?

At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:

• Competitive compensation and benefits.
• Opportunities for growth with global clients.
• A supportive, inclusive culture that values innovation and people.
• Exposure to cutting-edge technologies and projects.

About Our Commitment

BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Interested? Apply Now!

If this sounds like the right opportunity for you, please apply with your most recent resume.