Job Descriptions

• Interfacing with and managing assigned customers to resolve technical issues on Cisco Call Manager, Avaya, Shoretel, Jive and Nortel systems products via phone, email, or on-site. • Working in conjunction with a team lead to reach/exceed the client/customer service satisfaction on SLAs • Supporting Polycom Video Conferencing products, including but not limited to: Immersive Telepresence solutions, maintained endpoints, middleware and bridges • Gathering problem descriptions, log files, configuration data, and analyze them in order to determine root cause of problems and finding solutions. Feedback to customer on root cause as required • Maintaining accurate documentation of all actions required to resolve issues in the service ticket support database • Documenting known issues, and solutions or in a technical bulletin or solutions database • Be available, if required, to provide back up to a regional support team working on one of your nominated accounts. Position could entail working non-standard hours, holidays and occasional travel • Respond for mobilization of the Operations team to deal with infrastructure related Incidents as they arise. • Assure services are delivered to pre-agreed OLA or SLA. • Troubleshoot L1 and L2 INC and provide technical support to resolve customer issues for video endpoints and/or customer hosted video infrastructure. • Monitor network outages / availability for internal and external video infrastructure devices. • Respond to customer inquiries via our support line and assist with technical troubleshooting or change requests in accordance with Service Level Agreement standards. • Configure and test new video conferencing devices to ensure they are running to standards. • Manage, configure and test various video conferencing devices and technologies such as Cisco, Avaya, and Polycom. • Interface with various vendors and carriers on behalf of customers to support issue resolution.

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