Resident/Field Technical Support

2 meses atrás


Rio de Janeiro, Brasil HP Tempo inteiro

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.
#J-18808-Ljbffr
  • Technical Assistant

    3 semanas atrás


    Rio de Janeiro, Rio de Janeiro, Brasil United Nations Tempo inteiro

    Social Territory Program Support CoordinatorAs a key member of the United Nations team, the Social Territory Program Support Coordinator will play a pivotal role in the implementation of the Social Territories Programme. This Programme aims to identify vulnerable urban populations, understand their living conditions, and provide specialized support to...


  • Rio de Janeiro, Brasil ZTE do Brasil Tempo inteiro

    We are seeking an experienced Microwave technical support engineer to join our team. The main responsibilities of this position include commissioning, testing, and optimizing microwave equipment to ensure that the product meets technical specifications and quality standards. Main Responsibilities: 1) Microwave Equipment commissioning: microwave...


  • Rio de Janeiro, Brasil ZTE do Brasil Tempo inteiro

    We are seeking an experienced Microwave technical support engineer to join our team. The main responsibilities of this position include commissioning, testing, and optimizing microwave equipment to ensure that the product meets technical specifications and quality standards.Main Responsibilities:1) Microwave Equipment commissioning: microwave components and...


  • Rio de Janeiro, Brasil ZTE do Brasil Tempo inteiro

    We are seeking an experienced Microwave technical support engineer to join our team. The main responsibilities of this position include commissioning, testing, and optimizing microwave equipment to ensure that the product meets technical specifications and quality standards.Main Responsibilities:1) Microwave Equipment commissioning: microwave components and...


  • Rio De Janeiro, Brasil IP Four Digital Limited Tempo inteiro

    Job Type:Technical Support Engineer (OSS/IP)Working place:OSS/IP Technical Support Engineer *1Key Responsibilities:Handle network management system failures and customer requests; Deal with network changes within the network management system; Responsible fordaily maintenance and inspection of the network management system, including reporting network...

  • Technical Support Specialist

    3 semanas atrás


    Rio de Janeiro, Rio de Janeiro, Brasil Swapcard Corporation Tempo inteiro

    Customer Support RoleAt Swapcard Corporation, we are looking for a highly skilled Technical Support Specialist to join our team. This role is perfect for someone who is passionate about delivering exceptional customer experiences and has a strong background in technical support.ResponsibilitiesCommunicate effectively with customers through various channels,...


  • Rio de Janeiro, RJ, Brasil ZTE do Brasil Tempo inteiro

    We are seeking an experienced Microwave technical support engineer to join our team. The main responsibilities of this position include commissioning, testing, and optimizing microwave equipment to ensure that the product meets technical specifications and quality standards. Main Responsibilities: 1) Microwave Equipment commissioning: microwave components...


  • Rio de Janeiro, Rio de Janeiro, Brasil IP Four Digital Limited Tempo inteiro

    Job Type: Technical Support SpecialistJob Summary:We are seeking a highly skilled Technical Support Specialist to join our team at IP Four Digital Limited. As a Technical Support Specialist, you will be responsible for handling network management system failures and customer requests, dealing with network changes within the network management system, and...


  • Rio de Janeiro, Brazil, BR ZTE do Brasil Tempo inteiro

    We are seeking an experienced Microwave technical support engineer to join our team. The main responsibilities of this position include commissioning, testing, and optimizing microwave equipment to ensure that the product meets technical specifications and quality standards.Main Responsibilities:1) Microwave Equipment commissioning: microwave components and...

  • Technical Support Specialist

    2 semanas atrás


    Rio de Janeiro, Rio de Janeiro, Brasil Pranam Recruiters Tempo inteiro

    Role OverviewWe are seeking a dedicated professional to assist customers with technical issues related to their computer systems. This role involves troubleshooting and resolving issues like Windows blue screen errors, login problems, and other system-related concerns. The ideal candidate should have excellent communication skills, a strong technical...


  • Rio de Janeiro, Rio de Janeiro, Brasil Olympus Corporation of the Americas Tempo inteiro

    Job DescriptionOlympus is seeking a highly skilled Technical Consultant I to provide technical support to clients in the field, applying defined strategies to increase customer satisfaction and contribute to market share growth and equipment availability.The successful candidate will support other business areas as needed, providing technical support for...


  • Rio de Janeiro, Rio de Janeiro, Brasil RINA Tempo inteiro

    RINA is seeking a highly skilled Technical Management Manager to join its team in Rio de Janeiro, within the Energy Procurement Solutions Division.MissionThe Technical Management Manager will provide comprehensive technical support across the Americas, collaborating closely with the operations team, offering assistance to the sales department, and ensuring...

  • Medical Field Specialist

    1 semana atrás


    Rio de Janeiro, Rio de Janeiro, Brasil Olympus Tempo inteiro

    Olympus is a global medical technology company committed to making people's lives healthier, safer and more fulfilling.As a Medical Field Specialist, you will play a crucial role in supporting our clients in the field by providing technical assistance and implementing strategies defined by our senior leadership to enhance customer satisfaction, contribute to...


  • Rio De Janeiro, Brasil Expro Tempo inteiro

    **Who is Expro?** Working for our clients across the entire well life cycle, Expro is a visionary full-cycle energy services expert offering novel, insightful solutions, dependable competency and award-winning safety. Combining innovative, future-facing technology with high-quality data across well construction, well flow management and production, subsea...


  • Rio de Janeiro, Brasil Viasat, Inc. Tempo inteiro

    About us: One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create...


  • Rio de Janeiro, Brasil Siena AI Tempo inteiro

    **About us**: At Siena we are revolutionizing the customer service industry with the world's first autonomous AI customer service agents. We are a remote-first startup that's passionate about enabling machines to engage in delightful and empathic conversations. Siena is the first of its kind, designed to work out-of-the-box to interact with customers across...

  • Technical Support Specialist

    3 semanas atrás


    Rio de Janeiro, Rio de Janeiro, Brasil Orange Tempo inteiro

    Key Responsibilities:To provide high-quality technical assistance to customers from Orange Business.- Monitor and respond to alerts and events to prevent service disruptions and business impacts to customers- Document all support interactions in an electronic ticket system- Conduct technical diagnostics and refer complex issues to the correct teams for...


  • Rio de Janeiro, Brasil RINA Tempo inteiro

    RINA is currently recruiting for a Technical Management Manager  to join its office in Rio de Janeiro within the Energy Procurement Solutions Division. Mission The mission of the Technical Management Manager is to provide comprehensive technical support across the Americas, collaborating closely with the operations team, offering assistance to...


  • Rio De Janeiro, Brasil Viasat Tempo inteiro

    About usOne team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an...


  • Rio De Janeiro, Brasil FiberHome Tempo inteiro

    Department: Pre Sales Project Location(s): Rio de Janeiro, Brazil nationwide business trip sometimes. Job Type: Technical Support Engineer (OSS/IP) Working place:Base Rio de Janeiro, Brazil nationwide business trip sometimes.Key Responsibilities: Handle network management system failures and customer requests; Deal with network changes within the network...