Field Technical Support

2d•$65,600 - $101,000•Onsite

About The Position

Field Technical Support Description - Position Summary: The Resident Technician is part of a team that is responsible for supporting our customer’s Poly, Teams, and Zoom video conferencing environment. This includes the following: Providing onsite technical support for video and audio-conferencing issues. Scheduling and managing high-level events, tracking and resolving incidents, providing MACD support (including installing and configuring video conferencing equipment), guiding customers in the use of video conferencing equipment and software, and maintaining support and process documentation. The Resident Technician will be based at the customer campus for support of video and audio operations during business hours and/or after hours for critical situations or maintenance activities. This is a customer-facing position, and the successful candidate will have outstanding customer service skills. Job Description 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. Open incident 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 and removing video equipment as requested. Report and provide updates on problems with standard Poly video conferencing products to the Poly Cloud and Managed Services team. 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. 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.

Requirements

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

Nice To Haves

Knowledge of Zoom or Teams conferencing 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.
Open incident 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 and removing video equipment as requested.
Report and provide updates on problems with standard Poly video conferencing products to the Poly Cloud and Managed Services team.
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.
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.

Benefits

Health insurance
Dental insurance
Vision insurance
Long term/short term disability insurance
Employee assistance program
Flexible spending account
Life insurance
Generous time off policies, including; 4-12 weeks fully paid parental leave based on tenure
11 paid holidays
Additional flexible paid vacation and sick leave (US benefits overview)