Poly Voice & Video Support

Description -

Poly-HP is seeking a qualified candidate who can work as Technical Support Engineer who will be responsible to provide 24*7 second level technical support to our customers. Preferable candidate with 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, VOIP,MST, Unified communication)

Your day to day

• Provide solutions to end-users and distribution partners as a 2nd tier technical product specialist for specific assigned products.
• Responsible and main point of contact for all technical escalation of the technical assistance center
• Provide training and training material internally to ensure a very high immediate resolution rate by the Technical Support Representatives
• Use judgements to deal with calls, which cannot be handled, and follow-up appropriately as required.
• Obtain accurate customer details and amend contact-handling system when applicable.
• Generation of sales leads from these contacts.
• Execution of Customer Satisfaction Surveys and Product Surveys
• Discuss with customers (internal and external) technical aspects of product installation, operations and maintenance relative to sales and/or repair considerations.
• Gives interface matrix listed compatibility information to customers on company released products.
• Providing excellent customer management inclusive of excellent communications, responsive follow through, and advocacy for customer issues with internal departments
• Test fixes to ensure problem has been adequately resolved.
• Develop help sheets and knowledge base articles for end users and internal.
• Attending meeting and conference call

What you bring to the team

• Bachelor’s Degree in Computer Science, Engineering, related discipline, or equivalent experience.
• Minimum 5-7 years’ experience in comparable IT or technical role
• Understanding of Video Conferencing and Video Technologies (GKs, Management systems device configuration etc) required.
• General protocols: SIP, H323, H320, QOS, G711, G729, G723, Real-Time Audio, RTP, RTCP.
• Certifications desired: CCNA, CCNP, RHCHA, MCSA, MCSE, Wireshark (WCNA), VMWare or equivalent.
• Experience with Microsoft Azure Cloud or Amazon Cloud Services a plus.
• Systems: Windows, UNIX, Linux, Server HW, VMWare

• Experience working with Active Directory (AD) and Microsoft Windows Servers. Familiarity with Polycom RealPresence Platform systems and RealPresence end user products. (RMX, DMA Core/Edge, HDX, and ITP products.) is preferred, but not required.
• Networking (VPN connectivity, IP addressing, routers, switches, circuits, etc.)
• Microsoft Teams, Cisco Call Manager and/or Avaya Communication Manager experience preferred.
• Working exposure on VoIP/Video and good knowledge about network. Should be thorough in network troubleshooting.
• Knowledge of ISDN T1/E1, Ethernet.
• Customer relationship skills & effective communication skills
• Attention to details and adherence to processes.
• Problem solving techniques, proactive approach in assessing probable cause for the problems and Escalation management.
• Suggesting and providing solutions to business and management problems.

Job -

Schedule -

Shift -

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.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"