Technical Support Engineer - Video

Technical Support Engineer - VideoDescription -In this position, you will be the primary interface for managing and driving customer issues to resolution. ECS (Engineering Customer Support) is the highest level of technical expertise before engagement with the Development teams.  You will be working with Poly’s Video Conferencing Endpoint line of Products such as the G7500, X30/X50, and Poly cameras. *Knowledge in troubleshooting these products is a big plus! The candidate will need to excel in Troubleshooting skills for both Network and product System Log analysis.  The ECS role involves supporting Poly Global Support for day-to-day customer issues. You will also be responsible for assisting Product Management in planning of software fixes and features that affect the Poly customer base.  In addition, in this role you will be the advocate for the customer for issues from the field and the logistics for delivering software fixes that surround those issues. Day to day work will include taking on our most challenging customer issues and working to analyze, reproduce, and ultimately driving them to resolution with the Product Management or Development teams.  A successful candidate must have excellent written and oral English language communications skills.  Candidate must be a self-starter, highly motivated and take great pride in their work.QUALIFICATIONS (Include education, technical expertise, skills and experience required)Excellent troubleshooting skills and methodical approach to troubleshootingYou will have to enjoy troubleshooting for this positionExpert level experience with Poly Video products, MTRoA, and/or MTRoW productsAbility to read and analyze network packet capturesSkills in basic network administrationKnowledge of advanced network configurationsKnowledge of Teams transport protocolsExperience in administering Microsoft products and technologies such as Azure AD, Intune, Teams, and product licensing Experience with Android and Linux based operating systemsKnowledge of Zoom transport protocolsKnowledge of USB protocols and troubleshootingExperience using and basic configuration of Active DirectoryA working knowledge of various testing tools used for Video, HDMI, Network capture, USB, etcKnowledge of HTTP, HTTPS, DNS, TCP, RTPExcellent technical writing skills to help author and maintain support documentation (administrator guides, field notes, etc.)Basic Teams administration skills a plusKnowledge of SIP RFCs a plusKnowledge of SIP Call flow a plusExperience6 years VOIP experience at a T3 level or higher w/ 4 year technical degree or 4 years experience w/ Masters degree6 years Videoconferencing experience at a T3 level or higher w/ 4 year technical degree or 4 years experience w/ Masters degreeHP is an equal opportunity employer:  https://www8.hp.com/h20195/v2/GetDocument.aspx?docname=c08129225Job -SoftwareSchedule -Full timeShift -No shift premium (United States of America)Travel -Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.