Resident TechnicianDescription -Position Summary:The Resident Technician is part of a team that is responsible for supporting the customer’s video conferencing, audio/visual, and voice environment. This includes providing Level 2 technical support for video conferencing issues, scheduling video and audio conferences, tracking and resolving incidents, submitting requests for RMA’s, tracking assets, providing MACD support (including installing/deinstalling and configuring video conferencing equipment), guiding customers in the use of video and audio-conferencing equipment and software, and maintaining support and process documentation. In addition, the Resident Technician will have a background in process development with a focus on developing and implementing processes and guiding the team and customer toward best practices. This is a customer-facing position; the successful candidate will have outstanding customer service skills.Job DescriptionServe as a dedicated primary technical liaison between HP/Poly and a key global account. The Resident Technician 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.Provide support for Teams client and Zoom as well as other third-party software and equipment.Provide customer onsite, chat, and phone-based support for Incident Management with Service Requests in customer or Poly’s CRM system.Work in conjunction with Poly Tier 2 support and/or other Poly personnel to ensure excellent customer service and fastest resolution for incident management and support escalations.Troubleshoot incidents, gather problem descriptions, log files, configuration data, and analyze them in order to determine root cause of problems and implement corrective actions/solutions.Process RMA part replacements and perform repair activities on Poly systems located at the customer site(s).Complete onsite preparation and planning for delivery of projects such as solution deployments, configuration changes, capacity increases, and upgrades.Work with various Poly technical teams and third-party vendors to escalate customer issues and provide hot fixes.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 the customer.Document known issues and solutions in a technical bulletin or solutions database.Position may entail working non-standard hours, holidays and weekends, when appropriate.Travel to remote customer sites or Polycom Global Service centers for training or lab work when required.Author documentation as needed for customer operations, service and technical procedures, recovery plans, incident reports, etc.Follow and adhere to customer’s documented Change, Incident, and Problem Management processes.Aid customers and peers in developing standard processes and in guiding recommendations for continuous improvements and best practices. Support customer end users with user training and assistance with multiple conference-scheduling tools and applications.Provide conference scheduling for customer for managed and event activity by supporting reservation requests as required by customer via email inbox, phone, or web portal. Provide planning, administration, and execution (setup, launch, monitoring, reporting) for customer’s managed calls and events.Provide onsite support for video onsite Move, Add, Change, Delete (MACD) requests within 100 miles of customer supported campuses, based on the primary work location of the RTS staff.Provide technical support in the resolution of non-Poly related issues including, but not limited to, 3rd party appliances and peripherals. Open tickets with manufacturers as needed.QualificationsAssociate degree in engineering, computer science, or IT disciplines, or commensurate experience.4+ years of video conferencing background or VOIP background supporting Audio-Visual, VOIP and/or IT systems, including familiarity with Poly products and/or 3rd party video conferencing devices.2+ years of working knowledge of H.323 and SIP protocols.Working knowledge of data network fundamentals: TCP/IP, cabling, and LAN troubleshooting.Experience with trouble ticket and incident management software systems.Experience with troubleshooting and incident diagnosis of computer and/or networking systems.Must be highly organized, detail-oriented, and self-motivated.Must have good verbal and written communication skills, including ability to train others.4+ years of working experience with customer services in direct customer facing role with exceptional professionalism and customer service skills.VOIP experience preferred.Zoom and Teams support experience a plus.WCNA, CCENT, Network+, and/or PCVE a plus.Job -ServicesSchedule -Full timeShift -No shift premium (India)Travel -NoRelocation -NoEEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.
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