Poly Support Engineer Jobs in New York, United States


Paradigm is looking for a Poly Support Engineer for our client, a multinational information technology. In this role, you will serve as a dedicated primary technical liaison between Poly and a key global account supporting video operations, onsite technical support for video conferencing issues, tracking and resolving incidents, submitting requests for RMA's and maintaining support. The ideal candidate will also have excellent customer service skills. Type: 12 month contractLocation: New York, New York (onsite)Benefits: Medical, dental, vision, life, 401K, PTO, sick daysResponsibilities of the Poly Support Engineer: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. Provide Poly support to customer IT and Network Engineering teams for knowledge transfer and integration issues. Provide customer onsite and phone-based support for Incident Management with Service Requests in Poly CRM systems or the customer’s CRM system. Work in conjunction with Poly personnel to ensure excellent customer service and fastest resolution for incident management and support escalations. Troubleshoot incidents, gather problem descriptions, log files, configuration data, and analyze them in order to determine root cause of problems and implement corrective actions/solutions. Process RMA part replacements and perform repair activities on Poly systems located at the customer site(s). Complete on site preparation and planning for delivery of projects such as solution deployments, configuration changes, capacity increases and upgrades. Work with various engineering teams to escalate customer issues and limitations and provide hot fixes. 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. Document known issues, and solutions in a technical bulletin or solutions database. Position may entail working some non-standard hours, holidays and weekends, when appropriate. Author documentation as needed for customer operations, service and technical procedures, recovery plans, incident reports, etc.

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