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Resident Engineer(VC , Polycom Product)

Tata Elxsi Limited

This is a Contract position in Clarke County, VA posted September 14, 2020.

Title Resident Engineer(Tier 3) Location Bluemont, Virginia Skills Years of Experience Last used (year) Video Conferencing Polycom Product H.320, H.323, and SIP Protocols Customer Service Job Description System Administration and Technical Support for the complete Poly RealPresence Platform, which includes RMX, DMA, RPAD, RealPresence Resource Manager (RPRM), endpoints (Group Series, G7500, Studio X, Trio, etc.). and other products. bull Provide Poly support to customer IT and Network Engineering teams for knowledge transfer and integration issues. bull Provide customer onsite and phone-based support for Incident Management with Service Requests in Poly CRM systems or the customerrsquos CRM system. bull Work in conjunction with Poly personnel to ensure excellent customer service and fastest resolution for incident management and support escalations. bull Troubleshoot incidents, gather problem descriptions, log files, configuration data, and analyse them in order to determine root cause of problems and implement corrective actionssolutions. bull Process RMA part replacements and perform repair activities on Poly systems located at the customer site(s). bull Complete on site preparation and planning for delivery of projects such as solution deployments, configuration changes, capacity increases and upgrades. bull Work with various engineering teams to escalate customer issues and limitations and provide hot fixes. bull Maintain accurate documentation of all actions required to resolve issues in the service ticket support database. bull Maintain asset management data and change control procedures as required by customer. bull Document known issues, and solutions in a technical bulletin or solutions database. bull Position may entail working some non-standard hours, holidays and weekends, when appropriate. bull Author documentation as needed for customer operations, service and technical procedures, recovery plans, incident reports, etc. Qualifications Bachelor’s Degree or equivalent required bull 4 to 5 years of Video Conferencing background including experience with Poly products andor 3rd party video conferencing devices. Experience with endpoints such as Group Series, G7500, and Studio X, as well as the Polycom ldquocorerdquo such as RMX, DMA, Resource Manager, and RPAD. VOIP experience and experience with Poly VVXCCX and Trio phones highly desirable. bull 4 to 5 years of working experience with customer services in direct customer facing role with exceptional professionalism and customer service skills. bull Experience with ISDN T1E1, TCPIP networking and LANWAN standards. bull Poly PVCE preferred. bull WCNA, CCENT, or Network preferred. bull Experience with Microsoft Teams or Skype for Business highly desirable. bull Experience with Microsoft Server, Active Directory, and MS Exchange preferred. bull 4 to 5 yearsrsquo experience with H.320, H.323, and SIP protocols. bull Experience with troubleshooting and incident diagnosis of computer andor networking systems. bull Experience with trouble ticket and Incident Management software systems. bull Must be highly organized, detail-oriented, self-motivated and able to work with little supervision. bull Must have excellent verbal and written communication skills including ability to train others.