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. 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 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
• System Administration and Technical Support for the complete Poly RealPresence Platform, which includes RMX, DMA, RPAD, RealPresence Resource Manager (RPRM), endpoints (Group Series, G7500, Studio X, Trio, etc.). and other products.
• Provide Poly support to customer IT and Network Engineering teams for knowledge transfer and integration issues.
• Provide customer onsite and phone-based support for Incident Management with Service Requests in Poly CRM systems or the customer's CRM system.
• Work in conjunction with Poly personnel to ensure excellent customer service and fastest resolution for incident management and support escalations.
• Troubleshoot incidents, gather problem descriptions, log files, configuration data, and analyze them in order to determine root cause of problems and implement corrective actions/solutions.
• Process RMA part replacements and perform repair activities on Poly systems located at the customer site(s).
• Complete on site preparation and planning for delivery of projects such as solution deployments, configuration changes, capacity increases and upgrades.
• Work with various engineering teams to escalate customer issues and limitations and provide hot fixes.
• 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.
• Document known issues, and solutions in a technical bulletin or solutions database.
• Position may entail working some non-standard hours, holidays and weekends, when appropriate.
• Author documentation as needed for customer operations, service and technical procedures, recovery plans, incident reports, etc.
Qualifications
• Bachelor's Degree or equivalent required.
• 4 to 5 years of Video Conferencing background including experience with Poly products and/or 3rd party video conferencing devices. Experience with endpoints such as Group Series, G7500, and Studio X, as well as the Polycom "core” such as RMX, DMA, 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.
• Experience with ISDN T1/E1, TCP/IP networking and LAN/WAN standards.
• Poly Expert certification (formerly PVCE) preferred.
• WCNA, CCENT, or Network+ preferred.
• Experience with Microsoft Teams or Skype for Business highly desirable.
• Experience with Microsoft Server, Active Directory, and MS Exchange preferred.
• 4 to 5 years' experience with H.320, H.323, and SIP protocols.
• Experience with troubleshooting and incident diagnosis of computer and/or networking systems.
• Experience with trouble ticket and Incident Management software systems.
• Must be highly organized, detail-oriented, self-motivated and able to work with little supervision.
• Must have excellent verbal and written communication skills including ability to train others.
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Last updated on Jan 4, 2023