Support Technician

This role is onsite client in Vitoria -ES

**Job Summary**

**Responsibilities**
- Provide technical support for a customer’s end users.
- Open tickets for incidents and maintain the customer incident management and CMDB systems.
- Provide onsite support for video onsite Move, Add, Change, Delete (MACD) requests. This includes installing, configuring, maintaining, and removing video equipment as requested.
- Escalate issues to Poly and provide updates on problems with standard Poly video conferencing products to help resolve customer issues.
- Provide technical support in the resolution of non-Poly related issues including, but not limited to, 3rd party appliances and peripherals.
- Update and maintain customer video environment-documentation and process documentation.
- Assist in maintaining asset management for videoconferencing equipment, including adding information to a database and tracking the location of assets.
- Perform any required testing and recovery from any Network breach related to virus attacks or any other fraudulent activities that affect managed video services on Poly equipment.
- Validate end-to-end service functionality upon completion of installation activities.
- De-install and dispose of displaced hardware/assets as required, following customer asset disposal policies.

**Education & Experience Recommended**
- Associate degree or equivalent experience preferred.
- 2+ years of Video Conferencing background supporting Audio-Visual systems, including experience with Poly products and/or 3rd party video conferencing devices.

**Preferred Certifications**
NA

**Knowledge & Skills**
- Knowledge Microsoft Teams rooms and conferencing essential.
- Experience with installing and troubleshooting Poly video conferencing devices.
- Experience with Trouble Ticket and Incident Management software systems preferred.
- Experience with troubleshooting and incident diagnosis of computer and/or networking systems preferred.
- Must be highly organized, detail-oriented, self-motivated, and able to work with little supervision.
- Good verbal and written communication skills a plus.
- Proficiency in speaking, reading and writing English preferred.
- 2 years of working experience with customer services in direct hands-on customer facing role (not telephone support) with exceptional professionalism and customer service skills.
- Understanding of data network fundamentals: TCP/IP, cabling, and LAN troubleshooting a plus.
- 1 year of working knowledge of H.320, H.323 and SIP protocols preferred.

**Disclaimer**

Event Support job description:
**Job Summary**

**Responsibilities**
- Provide support for a customer’s video conferencing events/meetings.
- Ensure conference rooms are functional and ready for video calls and events.
- Monitor customer meetings and resolve any issues that arise.
- Provide support for customer's boardroom meetings.
- Update the support knowledge base.
- Train users on the use of video conferencing equipment.
- Host local events onsite.
- Manage spare videoconferencing devices.
- Update and maintain customer video environment-documentation and process documentation.
- Assist in maintaining asset management for videoconferencing equipment, including adding information to a database and tracking the location of assets.
- May require providing technical support for customer's video conferencing environment.

**Education & Experience Recommended**
- Associate degree or equivalent experience preferred.
- 2+ years of Video Conferencing background providing meeting event support and video conferencing support.

**Preferred Certifications**
NA

**Knowledge & Skills**
- Knowledge Microsoft Teams conferencing essential.
- Experience managing conferencing events both with and without video.
- Experience with Trouble Ticket and Incident Management software systems preferred.
- Must be highly organized, detail-oriented, self-motivated, and able to work with little supervision.
- Good verbal and written communication skills a plus.
- Proficiency in speaking, reading and writing English preferred.
- 2 years of working experience with customer services in direct hands-on customer facing role (not telephone support) with exceptional professionalism and customer service skills.

**Disclaimer**

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