Field Technical Support

HP

1d • Onsite

About The Position

Provide technical support to customer end users. Support customer end users with user training for self-scheduling conferences. Assist customers in scheduling and launching video conference calls. Provide onsite support for video onsite Move, Add, Change, Delete (MACD) requests. Provide technical support in the resolution of non-Poly related issues including, but not limited to, 3rd party appliances and peripherals. 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. Associate degree or equivalent experience preferred.

Requirements

• 2 years of Video Conferencing background supporting Audio-Visual and/or IT systems, including experience with Poly products and/or 3rd party video conferencing devices.
• 1 year of working knowledge of H.320, H.323 and SIP protocols.
• Experience with installing and troubleshooting Poly video conferencing devices or other video conferencing devices such as Cisco, Logitech or DTEN.
• 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.
• Must have excellent verbal and written communication skills, including ability to train others.
• 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.

Nice To Haves

• Associate degree or equivalent experience preferred.
• Knowledge of Zoom or Teams conferencing a plus.
• Understanding of data network fundamentals: TCP/IP, cabling, and LAN troubleshooting a plus.

Responsibilities

• Provide technical support to customer end users.
• Support customer end users with user training for self-scheduling conferences.
• Assist customers in scheduling and launching video conference calls.
• Provide onsite support for video onsite Move, Add, Change, Delete (MACD) requests.
• Provide technical support in the resolution of non-Poly related issues including, but not limited to, 3rd party appliances and peripherals.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees