Customer Solution Center - TechnicalDescription -Business Title: Technical Support EngineerLocation: BangaloreWork is no longer a place. It’s what you do. And how you do it. More fluid, more flexible, powered by your imagination and by some amazing technology!That’s where we come in. We are Poly. We outfit you with beautifully designed and engineered audio and video products so that YOU can do YOU. Wherever and whenever.If you are a free thinker, a can-doer, a collaborator, a brainstormer – and want to enable real connections - we are interested in you.HP Poly is seeking a qualified candidate who can work as Technical Support Engineer for 24*7 Services 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 HP Poly’s 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 5-7 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, VMWare3-5 years of working 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.Our CultureAt HP, leadership principles aren't just something we talk about, they're something we live and breathe. We believe in creating a work environment where people feel empowered, supported, and included –where trust and transparency are built into the way we work - where creativity, curiosity, and continuous improvement are encouraged and nurtured every day.C3 – Customer. Customer. Customer: Customer obsession is everyone’s job. You enjoy solving customers’ problems - big or small. You work closely with customers, channel partners and their teams to deliver innovative solutions.Raise the Bar: You take pride in your work and know details matter. You know that shavings make a pile. You seek every opportunity to continuously improve teams, products, and processes. Communicate Courageously: You speak with candor but aren't a jerk. You constructively challenge your teammates to get to the best possible outcome or decision. Once a decision is made, you fully align and stay aligned.Onward and Upward: You learn from the past but focus on the future. You rapidly adapt to changes in the marketplace. You help to create solutions that move the company forward with energy, momentum, and results.Own It: You know your business, your customers, and your team – inside and out. You don't sacrifice long-term value for short-term results. You act with integrity, spend money like it’s your own, and put Poly first.Take the Leap: Speed matters in business. You encourage and require those around you to think strategically and act decisively. Poly values calculated risk taking.Ride Together: We are one team. We do what we say we’ll do, we treat each other with respect, we have each other’s back, and we hold each other accountable.Leaders Lead: You know you are part of a larger global community and make decisions as good stewards of the earth, its resources and its people.Our Commitment as an Equal Opportunity EmployerAll qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, accessibility needs, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.No matter where you’re based, you’ll experience a company that believes that teamwork and collaboration drive maximum impact, seeks well-rounded talent to focused on providing the best customer experience, and understands that this is a marathon, not a sprint. And, top of mind to us is continuously and purposefully building an inclusive culture that empowers all of our team members, across the globe, to do their best work and be the best version of themselves.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
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