Sobre

• Provide technical support for a customer's end users. Provide support for a customer's video conferencing events/meetings. Ensure conference rooms are functional and ready for video calls and events. Monitor customer meetings and resolve any issues that arise. Open 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, configuring, maintaining, and removing video equipment as requested. Escalate issues to Poly and provide updates on problems with standard Poly video conferencing products to help resolve customer issues. 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. Assist in maintaining asset management for videoconferencing equipment, including adding information to a database and tracking the location of assets. 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. Associate degree or equivalent experience preferred. 2+ years of Video Conferencing background supporting Audio-Visual systems, including experience with Poly products and/or 3rd party video conferencing devices. NA Knowledge Microsoft Teams rooms and conferencing essential. Experience with installing and troubleshooting Poly video conferencing devices. 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. Good verbal and written communication skills a plus. Proficiency in speaking, reading and writing English preferred. 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. 1 year of working knowledge of H.320, H.323 and SIP protocols preferred.