Field Technical Support Specialist

Há 3 dias

São Paulo, São Paulo, Brasil beBeeTechnical Tempo inteiro R$54.000 - R$91.800
Job Overview:

This role involves delivering top-notch technical support in field and resident settings. Key responsibilities include establishing a testing and validation process for video conferencing rooms, resolving encountered issues, developing and documenting support procedures, training personnel to utilize these processes, and providing customer assistance with incident management.

Responsibilities:

  • Develop and implement a systematic approach for validating and testing video conference room setups.
  • Address any concerns that arise during the validation process, working closely with vendors when necessary.
  • Create and document comprehensive support processes for video conferencing systems.
  • Train staff on utilizing the documented procedures.
  • Provide hands-on and phone-based support services for customers experiencing incidents.
  • Analyze and resolve problems, gathering information such as problem descriptions, log files, configuration data, and collaborating with HP/Poly support specialists to determine root causes and implement corrective measures.
  • Foster collaboration with various support teams to escalate customer concerns and limitations, as well as provide hot fixes.
  • Process RMA part replacements and perform repair activities on Poly equipment located at customer sites.
  • Ensure thorough preparation and planning for onsite project delivery, including solution deployments, configuration changes, capacity increases, and upgrades.
  • Maintain precise documentation of all actions required to resolve issues within the service ticket support database.
  • Maintain accurate asset management data and change control procedures as stipulated by the customer.
  • Support remote teams with system administration and technical support for the entire Poly RealPresence Platform/Clariti, encompassing RMX, DMA, RPAD, Clariti Manager/Resource Manager (RPRM), endpoints (Group Series, G7500, Studio X, Trio, etc.), and other products.

Required Skills and Qualifications:

  • Bachelor's Degree or equivalent preferred.
  • A minimum of 5 years' experience in video conferencing, including familiarity with current Poly products and third-party video conferencing devices.
  • Experience in creating and documenting processes and procedures, as well as training staff.
  • Knowledge of Microsoft Teams video conferencing solutions for conference rooms, not desktop applications.
  • Familiarity with Poly Clariti 'core' features, such as RMX, DMA, Clariti Manager/Resource Manager, and RPAD.
  • VOIP experience and knowledge of Poly VVX/CCX and Trio phones are highly desirable.
  • A minimum of 4-5 years of experience working in customer-facing roles with exceptional professionalism and customer service skills.
  • Poly Expert certification (formerly PVCE) is preferred.
  • WCNA, CCENT, or Network+ qualifications are desirable.
  • Desirable: 5+ years' experience with H.320, H.323, and SIP protocols.
  • Desirable: Experience with trouble ticket and Incident Management software systems.
  • Must possess high organizational skills, attention to detail, self-motivation, and the ability to work independently with minimal supervision.

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