Audio Visual Technician/ AV Support Technician - Video Conferencing

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 Resident 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.