Onsite Support Technician

This position is onsite client.

Job Summary

This role is part of a team that is responsible for supporting the customer’s video conferencing environment. This includes providing technical support and troubleshooting for customer video conferencing issues, tracking and resolving incidents, providing MACD support (including installing, updating, and configuring video conferencing equipment), maintaining a support knowledgebase and technical checklist of local rooms, guiding customers in the use of video conferencing equipment and software, monitoring meetings, supporting board room meetings, providing user training, and escalating to other teams and other vendors. This is a customer-facing position, and the successful candidate will have excellent customer service skills.

Responsibilities

• Provide technical support for a customer’s end users.
• Open tickets for incidents and maintain the customer incident management and CMDB systems.
• Provide onsite support for video onsite Move, Add, Change, Delete (MACD) requests. This includes installing, configuring, maintaining, and removing video equipment as requested.
• Escalate issues to Poly and provide updates on problems with standard Poly video conferencing products to help resolve customer issues.
• Provide technical support in the resolution of non-Poly related issues including, but not limited to, 3rd party appliances and peripherals.
• Update and maintain customer video environment-documentation and process documentation.
• Assist in maintaining asset management for videoconferencing equipment, including adding information to a database and tracking the location of assets.
• Perform any required testing and recovery from any Network breach related to virus attacks or any other fraudulent activities that affect managed video services on Poly equipment.
• Validate end-to-end service functionality upon completion of installation activities.
• De-install and dispose of displaced hardware/assets as required, following customer asset disposal policies.

Education & Experience Recommended

• Associate degree or equivalent experience preferred.
• 2+ years of Video Conferencing background supporting Audio-Visual systems, including experience with Poly products and/or 3rd party video conferencing devices.

Preferred Certifications

NA

Knowledge & Skills

• Knowledge Microsoft Teams rooms and conferencing essential.
• Experience with installing and troubleshooting Poly video conferencing devices.
• Experience with Trouble Ticket and Incident Management software systems preferred.
• Experience with troubleshooting and incident diagnosis of computer and/or networking systems preferred.
• Must be highly organized, detail-oriented, self-motivated, and able to work with little supervision.
• Good verbal and written communication skills a plus.
• Proficiency in speaking, reading and writing English preferred.
• 2 years of working experience with customer services in direct hands-on customer facing role (not telephone support) with exceptional professionalism and customer service skills.
• Understanding of data network fundamentals: TCP/IP, cabling, and LAN troubleshooting a plus.
• 1 year of working knowledge of H.320, H.323 and SIP protocols preferred.

Disclaimer

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.