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RESIDENT/FIELD TECHNICAL SUPPORT

São Paulo - São Paulo

Descrição da oferta de emprego

Resident/field Technical Support - - 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 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. LI-POST
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Detalhes da oferta

Empresa
  • Caderno Nacional
Localidade
Endereço
  • Indeterminado - Indeterminado
Data de publicação
  • 20/08/2025
Data de expiração
  • 04/01/2026
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