• 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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School
Confidential>
Job Overview
Monthly Salary Range
Unspecified
Gender
Male/Female
Career Level
Executive
Industry
Education / Training / Teaching / Academics
Experience
5-10 Years
Qualification
Diploma / Certificate
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