Senior Technical Support Consultant

Senior Technical Support ConsultantDescription -Business Title:  Senior Technical Support ConsultantLocation: BangaloreHP-Poly is seeking a qualified candidate who can work as Technical Support Engineer for global delivery. Preferable candidate from NOC experience, hands on experience in complex fault resolutions, maintaining knowledge management base, front ending customer in case of critical incidents on technical front (SIP/H.323,VOIP/Video conferencing, Skype for Business, Unified communication)Your day to dayLead Polycom’s Managed Services strategy for device, application, and network remote monitoring.Partners with key stakeholders to address current remote monitoring gaps.  Identifies remote monitoring solutions for Managed Services as required.Provides Tier 3 remote escalation support for remote monitoring.Exhibits excellent trouble shooting skills.  Able to identify and eliminate root cause of recurring issues.Participates in new projects and initiatives with an eye on continuous improvement of the service delivery process.  Actively provides solutions and optimizes around cost.Implements solution designs that meet requirements for disaster recovery and business continuity.Develops and maintains documentation for infrastructure installation and maintenance, and solution operation.  Provides training to the Managed Services team as needed.Identifies support requirements for new components.Follows established Change Management, Software Release, and other operational processes.Interfaces with customer as needed (upper management) to design, deploy, and maintain monitoring services.Experience working with Active Directory (AD) and Microsoft Windows Servers.Participate in critical recovery efforts.Good  knowledge of security concepts such as ACLs , NAT , Firewalls.Prior knowledge administering and troubleshooting Microsoft Skype for Business /O365 environment.Position may require after-hours and weekend work (On call support)Single point of contact towards Customers to present technical findings, managing escalations.Responsibility to upskill team members competence at standard levelWhat you bring to the teamBachelor’s Degree in Computer Science, Engineering, related discipline or equivalent experience.Minimum 7-9 years’ experience in comparable IT or technical roleCertifications desired: CCNA, CCNP, RHCHA, MCSA, MCSE, Wireshark(WCNA), VMWare or equivalentExperience with Microsoft Azure Cloud or Amazon Cloud Services a plus.Systems: Windows, UNIX, Linux, Server HW, VMWareWorking knowledge of H323 and SIP protocols, and general Telepresence experience, Polycom experience a Plus.General protocols: SIP, H323, H320, QOS, G711, G729, G723, Real-Time Audio, RTP, RTCP.Demonstrated, expert level, architecture, development and operational experience with remote management tools like ScienceLogic EM7, HP Openview, IBM Tivoli, or free ware applications like Cacti, Nagios/Icinga, Zabbix, Splunk, or similar is required.Experience working with Active Directory (AD) and Microsoft Windows Servers. Familiarity with Polycom RealPresence Platform systems and RealPresence end user products. (RMX, DMA, CMA, XMA, VBP, RPAD, HDX, and ITP products.) is preferred, but not required.Networks (VPN connectivity, IP addressing, routers, switches, circuits, etc.)Demonstrated, in-depth, hands-on, working knowledge of VMWare, Linux and Windows servers and workstations (administration, hardware, software, tools, interfaces, deployment, etc.)Demonstrated fluency with modern programming and scripting languages required.  Applicant must provide multiple examples of tools or scripts he or she has authored, complete with detailed code review/explanation upon request.Customer relationship (with upper management)Attention to details and adherence to processes (Service Desk, ITIL, process rigor)Troubleshooting / Problem solvingTest new Hardware & Software versions to verify interoperability with future customer deployments.Ensuring the most cost-effective and efficient use of servers and network protocols and data collection.Suggesting and providing solutions to business and management problems.Complexity• Responds to moderately complex issues within established guidelines.Job -ServicesSchedule -Full timeShift -No shift premium (India)Travel -Relocation -Equal Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement