Polycom Engineer

Poly Tier 3 Engineer

This forty hours per week onsite position will primarily be located in NYC (Corporate Headquarter). Occasional visits to other company locations within the service territory maybe required during corporate emergencies. You will have to provide your own transportation. Only traveling between job sites will be reimbursable.

Daily Responsibilities will include:

• System Administration and Technical Support for Poly Studio endpoints (G7500, X50, X70, Eagle-Eye Director II, E70, etc.) and peripherals (mic, speaker, monitor, etc.) including legacy Polycom products (DMA, Group Series, Trio, etc.)
• Provide knowledge transfer of Poly specific products and features to IT teams for optimizing future designs, integrations, and operations
• Troubleshoot incidents, gather problem descriptions, log files, configuration data, and analyze them to determine root cause of problems and implement corrective actions/solutions
• Work with various IT teams to escalate customer issues and apply hot fixes
• Collaborate with Poly personnel including Service Desk, Poly Elite and Account Managers to ensure excellent customer service and timely resolution for incident management and support escalations
• Process RMA part replacements and perform repair activities on Poly systems at various company locations
• Plan, test, schedule and deploy changes and upgrades to conference room end points and peripherals
• Maintain accurate documentation required to resolve issues, track progress in Service Now and provide status update reports on all issues (opened, pending, resolved etc.)
• Use Poly Lens and MS-TEAMS to enroll new assets, maintain a current asset management and monitor overall system health
• Revise and/or author documentation for commissioning new rooms including operational procedures and recovery plans

Skills & Requirements

The IT Information & Operations Group is looking for a Poly Tier 3 Engineer for their IP & Communications Infrastructure Management (IPCIM) group. In this role, you will serve as a dedicated lead technical liaison between Poly and IPCIM checking and optimizing new conference room builds, providing onsite technical support for video conferencing equipment, tracking, and resolving incidents, submitting RMA requests and performing preventive maintenance support.

Required Skills/Experience includes:

• Minimum of 5 years of Video Conferencing and collaboration technology background including experience with Poly products and/or 3rd party video conferencing devices (e.g. Crestron, Extron, Shure etc.) including other Microsoft TEAMS room peripherals
• Minimum 3 years of experience working in customer service in direct customer facing role
• Expert level experience with Poly video endpoints such as Group Series, G7500, and Studio X, as well as the Polycom “core” applications such as DMA and Resource Manager.
• Expert level experience with Poly Lens configuring, updating, monitoring devices
• Must be highly organized, detail-oriented, self-motivated and able to work with little supervision
• Must have excellent verbal and written communication skills including ability to train others

The following are not required for this position but would be considered as a valuable asset in a potential candidate.