Senior Onsite Video Support Engineer

Senior Onsite Video Support Engineer – HP The Sr. Onsite Video Support Engineer will serve as a dedicated primary technical liaison between Poly and a key account. This role is responsible for overseeing critical video conferencing technology areas, providing strategic account support, and maintaining advanced technical proficiency and industry awareness. The Sr. Onsite Video Support Engineer will be based at the customer campus to support video operations during business hours and/or after hours for critical situations or maintenance activities. Your responsibilities will include 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), mentoring other team members, guiding customers in the use of video conferencing equipment and software, and maintaining support and process documentation. This customer‑facing position requires outstanding customer service skills. Responsibilities Provide Tier 3‑level technical support for a variety of Poly devices such as MTRs, X‑Series endpoints, Group Series endpoints, Trio and VVX/CCX phones, and other products, with the ability to resolve most incidents without escalating to HP/Poly support. Collaborate with the customer to provide unified communication solutions. Provide support for Teams, Zoom, and other third‑party software and equipment. Support customer IT and Network Engineering teams with knowledge transfer and integration issues. Provide onsite and phone‑based support for incident management with Service Requests in the customer’s CRM system. Work with HP/Poly personnel to ensure excellent customer service and rapid resolution for incidents and escalations. Troubleshoot incidents, gather problem descriptions, log files, configuration data, and analyze them to determine root causes and implement corrective actions. Process RMA part replacements and perform repair activities on Poly systems at the customer site(s). Prepare and plan on‑site for delivery of projects such as solution deployments, configuration changes, capacity increases and upgrades. Collaborate with engineering teams to elevate 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 the customer. Document known issues and solutions in a technical bulletin or solutions database. Perform occasional non‑standard hours, holidays, and weekends as appropriate. Author documentation for customer operations, service and technical procedures, recovery plans, incident reports, etc. Education & Experience Recommended Bachelor’s Degree or equivalent experience required. 5+ years of video‑conferencing background, including experience with Poly products and/or third‑party video‑conferencing devices (e.g., G7500, Studio X Series, Studio G62). Experience supporting Microsoft Teams in a video‑conferencing environment and supporting Microsoft Teams Rooms (MTRs) is highly desirable. 4 to 5 years of customer‑service experience in a direct customer‑facing role with exceptional professionalism and customer‑service skills. Experience with TCP/IP networking and LAN/WAN standards. Experience with Microsoft Server, Active Directory, and MS Exchange preferred. VoIP knowledge and experience with Poly VVX/CCX and Trio phones desired. 4 to 5 years’ experience with H.320, H.323, and SIP protocols. Experience troubleshooting and diagnosing computer and/or networking systems. Experience with trouble ticket and incident‑management software systems. Highly organized, detail‑oriented, self‑motivated, and able to work with little supervision. Excellent verbal and written communication skills, including the ability to train others. Preferred Certifications Microsoft Teams Administrator Poly Expert certification (formerly PVCE) WCNA, CCENT, or Network+ Seniority Level Entry level Employment Type Full‑time Job Function Information Technology Industries Computer Hardware Manufacturing, Software Development, and IT Services and IT Consulting #J-18808-Ljbffr