**Position Summary**:
- 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.
LI-POST