Resident/Field Technical Support

Position Summary:

The Resident Engineer will serve as a dedicated primary technical liaison between Poly and a key global account. The Resident Engineer will be based at the customer campus for support of video operations during business hours and/or after hours for critical situations or maintenance activities (though this is rare). 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), guiding customers in the use of video conferencing equipment and software, and creating and maintaining support and process documentation. This is a customer-facing position, and the successful candidate will have outstanding customer service skills.

Job Description:

• 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 a 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.