As a technical services engineer, you will join a group of highly motivated individuals committed to providing world-Class support on poly products, network, security, and unified communication. You will be part of a team of experts dedicated to serving customers, both internal and external. You will engage with strategic accounts and partners, engineering, sales, and others to collect data, troubleshoot, and solve challenging technical issues, always focused on serving the customer. Your day to day Interface with external customers and partners as well as internal sales, services, and engineering teams with a keen focus on satisfying their needs at the highest level. Provide best-In-Class expert technical support to address complex technical challenges involving a full suite of products and solutions. Troubleshoot and resolve these challenges by employing comprehensive problem analysis and customer service skills. This troubleshooting is likely to involve addressing networking issues found in both lan and wan segments of modern ip networks. Gather, review, and record any pertinent log files, traces, configuration, environmental information, and network topology data. This data will be used to analyze the problem at hand and synthesize solutions for the customer in a timely manner. Work closely with ecs (engineering customer support) and development teams to address any issue that requires input from the engineering organization. Document accurate and detailed descriptions of all problem data, troubleshooting activity and resolution data in the crm (customer relationship management) database system. Utilize the information gathered while resolving support requests to develop, author, and share technical articles to the centralized knowledge base. Work in collaboration with all members of the global support team to develop each agents technical skills to even greater levels. Employ keenly tuned soft skills when interfacing with others and demonstrate the ability to work under pressure. Assist in polys beta program with an intention to use the knowledge gleaned in the field to continually improve polys products and services. This position may involve working non-Standard hours and participating in a rotating on-Call schedule to support after-Hours escalation work This position may require up to 25% travel to customer sites what you bring to the team You possess the proven ability to employ critical thinking and logic to analyze and troubleshoot problems to their root cause You possess excellent customer service and communications skills (both verbal and written) You are relentlessly and passionately, internally motivated to learn new things You possess the skills required for working in a team environment You have a strong understanding of the fundamental operations of a modern ip based network running video conferencing (tcp/ip, routing, switching, firewalls, sip, voip) You have a basic understanding of isdn networking and You have a strong understanding of the microsoft suite including but not limited to client/server os, ad (ldap), sql, sfb/teams, and o365. You possess of any of the following certifications: o ccna (cisco certified network associate) o microsoft certificates related to the technologies listed above o wcna (wireshark certified network analyst) o ssca (sip school certified associate) You have five or more years of customer support experience in a technical support environment You have a bachelors degree or equivalent experience You can communicate in multiple languages.
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