Senior Onsite Video Support Engineer

This role is onsite client in São Paulo´-SP

Job Summary

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. 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), mentoring other team members providing support, 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 Sr. Onsite Video Support Engineer will perform the following job functions:

Responsibilities

• Provide Tier 3-level technical support for a variety of Poly devices such as MTR's, X-Series endpoints, Group Series endpoints, Trio and VVX/CCX phones, and other products, with the ability to resolve most incidents without the need to escalate to HP/Poly support. Work closely with HP/Poly escalations teams when critical issues need to be escalated.
• Work with the customer to provide collaboration solutions for their unified communication environment.
• Provide support for Teams and for Zoom as well as other third-party software and equipment.
• 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 the customer's CRM system.
• Work in conjunction with HP/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 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.

Education & Experience Recommended

• Bachelor's Degree or equivalent experience required.
• 5+ years of Video Conferencing background, including experience with Poly products and/or 3rd party video conferencing devices. Experience with endpoints such as G7500, Studio X Series, Studio G62.
• Experience supporting Microsoft Teams in a video conferencing environment and supporting Microsoft Teams Rooms (MTR's) is 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 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 is desirable.
• 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.

Preferred Certifications

• Microsoft Teams Administrator
• Poly Expert certification (formerly PVCE) preferred.
• WCNA, CCENT, or Network+ preferred.