Resident/Field Technical Support

5 Months ago • 5 Years + • Administrative

Job Summary

Job Description

Job Details

Resident/Field Technical Support

Description -

Position Summary:

The Resident Engineer will serve as a dedicated primary technical liaison between Poly and a key global account.  The Resident Engineer will be based at the customer campus for support of video operations during business hours and/or after hours for critical situations or maintenance activities (though this rare).  This includes providing onsite technical support for video conferencing issues, tracking and resolving incidents, submitting requests for RMA’s, tracking assets, providing MACD support (including installing and configuring video conferencing equipment), guiding customers in the use of video conferencing equipment and software, and creating and maintaining support and process documentation.  This is a customer-facing position, and the successful candidate will have outstanding customer service skills.  The Resident Engineer will perform the following job functions:

Job Description

  • Develop and implement a process for testing and validating video conference room setup. 
  • Resolve issues found during validation.  Work with vendors for issues that must be resolved by 3rd party vendors.
  • Develop and document support processes for video conference rooms.
  • Train personnel to provide support using the documented processes.
  • Provide customer onsite and phone-based support for Incident Management.
  • Troubleshoot incidents, gather problem descriptions, log files, configuration data, and work with HP/Poly support personnel to analyze them to determine root cause of problems and implement corrective actions/solutions.
  • Work with various support teams to escalate customer issues and limitations and provide hot fixes.
  • Process RMA part replacements and perform repair activities on Poly systems located at the customer site.
  • Complete onsite preparation and planning for delivery of projects such as solution deployments, configuration changes, capacity increases, and upgrades.
  • Maintain accurate documentation of all actions required to resolve issues in the service ticket support database.
  • Maintain asset management data and change control procedures as required by customer.
  • Position may entail working some non-standard hours when appropriate, though this is uncommon.
  • Assist remote support teams with System Administration and Technical Support for the complete Poly RealPresence Platform/Clariti, which includes RMX, DMA, RPAD, Clariti Manager/RealPresence Resource Manager (RPRM), endpoints (Group Series, G7500, Studio X, Trio, etc.). and other products.

Qualifications

  • Bachelor's Degree or equivalent preferred.
  • 5+ years of Video Conferencing background including experience with current Poly products and 3rd party video conferencing devices.  Experience with endpoints such as Studio X-Series, G7500, and Group Series. 
  • Experience writing processes and procedures and training personnel.
  • Experience with Microsoft Teams video (in conference room solutions, not desktop video).
  • Experience with Poly Clariti “core” such as RMX, DMA, Clariti Manager/Resource Manager, and RPAD.  VOIP experience and experience with Poly VVX/CCX and Trio phones highly desirable.
  • 4 to 5 years of working experience with customer services in direct customer facing role with exceptional professionalism and customer service skills.
  • Poly Expert certification (formerly PVCE) preferred.
  • WCNA, CCENT, or Network+ desirable.
  • 5+ years’ experience with H.320, H.323, and SIP protocol desirable.  
  • Experience with trouble ticket and Incident Management software systems desirable.
  • Must be highly organized, detail-oriented, self-motivated and able to work with little supervision.

#LI-POST

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Brazil)

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

Similar Jobs

Granicus - Technical Support Representative - Tier 1 (Costa Rica)

Granicus

Costa Rica (Remote)
4 Months ago
Granicus - Software Engineering III

Granicus

Costa Rica (Remote)
4 Months ago
Granicus - Technical Support Representative

Granicus

Bengaluru, Karnataka, India (Hybrid)
4 Months ago
Logitech - Tier 3 Tech Support Engineer, Video Conferencing & Enterprise

Logitech

Camas, Washington, United States (On-Site)
3 Months ago
Playtech - Risk Management and Payments Specialist

Playtech

Sofia, Sofia City Province, Bulgaria (On-Site)
3 Months ago
The Walt Disney Company - Systems Administrator II (Overnight Shift)

The Walt Disney Company

Bristol, Connecticut, United States (On-Site)
3 Months ago
Crytek - Unsolicited Application - Audio Department

Crytek

Frankfurt, Hessen, Germany (On-Site)
7 Months ago
Barbaricum - Intelligence Operations Integrator

Barbaricum

Fort Campbell, Kentucky, United States (On-Site)
4 Months ago
Flexera Software - Senior Technical Support Engineer

Flexera Software

Bengaluru, Karnataka, India (Hybrid)
4 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Granicus - Senior SOC Analyst

Granicus

Bengaluru, Karnataka, India (Remote)
4 Months ago
Granicus - SLED Enterprise Account Executive - Northeast (Local)

Granicus

United States (Remote)
4 Months ago
Granicus - SLED Enterprise Account Executive - Northeast (Local)

Granicus

Washington, District Of Columbia, United States (Remote)
4 Months ago
Infoblox - Technical Writer II

Infoblox

Bengaluru, Karnataka, India (On-Site)
4 Months ago
Granicus - Software Engineer

Granicus

Puerto Rico (Hybrid)
4 Months ago
Granicus - Data Collector

Granicus

Costa Rica (Remote)
4 Months ago
Granicus - Senior Technical Product Manager (Platform)

Granicus

Bengaluru, Karnataka, India (Hybrid)
4 Months ago
Granicus - Software Engineering III

Granicus

Costa Rica (Remote)
4 Months ago
Bounteous - Program Manager (Contract-to-Hire)

Bounteous

Canada (Remote)
4 Months ago

Get notifed when new similar jobs are uploaded

Jobs in State of São Paulo, Brazil

sigma software - Middle/Senior Front-End Developer (AngularJS)

sigma software

São Paulo, State Of São Paulo, Brazil (On-Site)
3 Months ago
PwC - Consultor Governança de Dados | Senior Associate 2 [tag01]

PwC

São Paulo, State Of São Paulo, Brazil (On-Site)
4 Months ago
PwC - Auditor(a) Externo Sênior | Senior Associate

PwC

Ribeirao Preto, State Of São Paulo, Brazil (On-Site)
4 Months ago
Notion - Channel Partner Manager, LATAM

Notion

Brazil (On-Site)
3 Months ago
faroutscout - Senior Back End Engineer (BLW - 0326243)

faroutscout

Brazil (Remote)
4 Months ago
Google - Administrative Business Partner, People with Disabilities (English, Portuguese)

Google

São Paulo, State Of São Paulo, Brazil (On-Site)
3 Months ago
Salesforce - Principal, Technical Architect

Salesforce

São Paulo, State Of São Paulo, Brazil (On-Site)
4 Months ago
Google - Senior Software Engineer, Front End, Search Content Platform

Google

São Paulo, State Of São Paulo, Brazil (On-Site)
3 Months ago
Salesforce - Sales Development Representative

Salesforce

São Paulo, State Of São Paulo, Brazil (On-Site)
5 Months ago
Nissan - Banco de Talentos para Operador e ou Operadora

Nissan

Resende, State Of Rio De Janeiro, Brazil (On-Site)
4 Months ago

Get notifed when new similar jobs are uploaded

Administrative Jobs

NinjaVan - Warehouse Admin Staff - Thanh Hoa

NinjaVan

Thanh Hóa, Thanh Hoa, Vietnam (On-Site)
4 Months ago
Dew Software - SQL Developer

Dew Software

Bengaluru, Karnataka, India (On-Site)
3 Months ago
Nagarro - Office Manager / Internal communication

Nagarro

Lisbon, Lisbon, Portugal (On_site)
3 Months ago
Aristocrat Gaming - Payout & Risk Operator

Aristocrat Gaming

Manchester, New Hampshire, United States (On-Site)
3 Months ago
Visa - Site Reliability Engineering - Sr. Consultant - PRE

Visa

Austin, Texas, United States (On-Site)
4 Months ago
ION - Trading Systems Engineer - 9320

ION

London, England, United Kingdom (On-Site)
4 Months ago
Crytek - Unsolicited Application - Audio Department

Crytek

Frankfurt, Hessen, Germany (On-Site)
7 Months ago
ION - Senior Technical Support Analyst, Jersey City - 7537

ION

Jersey City, New Jersey, United States (On-Site)
4 Months ago
Interactive Brokers - Trade Desk Representative - Client Services (German Speaking)

Interactive Brokers

London, England, United Kingdom (Hybrid)
4 Months ago
The Walt Disney Company - Systems Administrator II (Overnight Shift)

The Walt Disney Company

Charlotte, North Carolina, United States (On-Site)
3 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Our vision is to create a world where innovation drives extraordinary contributions to humanity. This vision guides everything we do, how we do it, and why we do it.

Our technology – a product and service portfolio of personal systems, printers, and 3D printing solutions – was created to inspire our vision and we are doing everything in our power across climate action, human rights, and digital equity to make it so.

We believe thoughtful ideas can come from anyone, anywhere, at any time. And all it takes is one to change the world.

Barueri, São Paulo, Brazil (On-Site)

Virginia, United States (Remote)

Baden-Württemberg, Germany (On-Site)

Singapore, Singapore (On-Site)

Colorado, United States (On-Site)

Penang, Malaysia (On-Site)

View All Jobs

Get notified when new jobs are added by HP

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug