Technical Support Voice/Video Technician
Cave, NZ
2d ago
source : Jobnos


As pioneers in audio and video technology, we at Poly uniquely understand the power of human connection. We've seen it drive innovation, solve problems, inspire action and power productivity.

We are bringing together our portfolio of high-quality, proven products and services to connect people to what matters most -

whether it's their colleagues, customers, playlists or favorite games. Together, our technology will keep that connection strong and fuel a future collaboration and understanding, in spite of circumstances, distance or time zones.

The Role :

The Technical Support Voice / Video Technician will be fluent in English and Portuguese working in our Tier 2 Customer Support Center located in Andover Massachusetts.

This position is part of a multi-site / location team and offers exceptional support to our customers and partners.

Responsibilities :

  • Interface with Poly / Polycom Certified Partners, external customers and internal customer support teams such as the Poly / Polycom Sales Team and the Client Services Team.
  • Provide best in class technical support via a telephone queue, over e-mail, chat and through web forums to address technical challenges involving Poly suite of products and solutions.
  • Troubleshoot customer reported incidents related to Poly Voice and Video endpoints.
  • Resolve these challenges by employing comprehensive problem analysis and customer service skills. This troubleshooting is likely to involve product configuration changes and addressing communications in both LAN and WAN based IP environments.
  • Document accurate and detailed descriptions of all reported problems within our CRM system.
  • 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.

  • Utilize historical information gathered while resolving support requests to develop and submit technical articles to the centralized Poly knowledge base.
  • Job Complexity :

  • Works on problems with medium to high scope where analysis of situations or data requires a review of a variety of factors.
  • Exercises judgment within defined procedures and practices to determine appropriate action. Has internal and external contacts.

    Supervision :

  • Will be expected to work maturely, engaged, independently and in a proactive manner.
  • As a person you feel confident with :

  • Customer Focused
  • Maturity and engagement
  • People oriented and a team player
  • Strong communication skills, ability to build and maintain relationships
  • Business savvy
  • Managing own time, goals & objective
  • Ability to work and perform under pressure
  • Problem solving and troubleshooting skilled
  • Excellent understanding of operation systems
  • Ability to process and retain large amount of information
  • What do we expect you to bring :

  • Fluent Portuguese, English speaker
  • Proven ability to employ critical thinking and logic to analyze and troubleshoot problems to root cause.
  • 2-4 years’ experience in comparable IT, Network or technical role.
  • 2-year degree or equivalent IT related certifications (CCENT, MCSE or other Microsoft Certifications of which are relevant to below)
  • Excellent interpersonal skills coupled with the ability to work in high pressure environments and within a team atmosphere.
  • Experience with SIP-based desktop IP phones (VoIP), telecommunication devices and soft clients
  • Experience with any of the following call services and platforms, including but not limited to BroadSoft, Metaswitch, Asterisk, FreeSWITCH, etc.
  • as well as, SIP-based VoIP and remote provisioning technologies.

  • Experience with endpoint devices of which utilize Microsoft Lync, O365 and Skype for Business.
  • Detailed knowledge of IP networks, firewalls and traffic routing as well as understanding how H.323 and SIP traffic traverses the network.
  • Knowledge of audio and or video conferencing, audio-visual equipment, and the relevant industry standards which apply to their successful use in complex multivendor environments.
  • What does Poly / Polycom offer in return :

  • Working in one of the world’s leading companies in delivering simply smarter communication with innovative design and technologies
  • Technical development & career program
  • Smarter working;
  • Working in an international environment.
  • Relocation will not be offered with this position.

    To all recruitment agencies : Poly does not accept agency resumes. Please do not forward resumes to our jobs alias, Poly employees or any other company location.

    Poly is not responsible for any fees related to unsolicited resumes.

    All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, gender identity, sexual orientation or on the basis of disability .

    To all recruitment agencies : Poly does not accept agency resumes. Please do not forward resumes to our jobs alias, Poly employees or any other company location.

    Poly is not responsible for any fees related to unsolicited resumes.

    Your application may be subject to a background check, in accordance with local legislation.

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