General Responsibilities:
- Apply developed subject matter knowledge to solve common and complex business issues within established guidelines.
- Recommend appropriate alternatives for business issues.
- Work on problems of diverse complexity and scope.
- Act as a team or project leader, providing direction to team activities.
- Facilitate information validation and team decision-making processes.
- Exercise independent judgment within generally defined policies and practices to identify and select a solution.
- Handle unique situations and may seek advice for complex business issues.
Technical Responsibilities:
- Apply advanced technical knowledge in one or more technology areas (e.g., server administration, technical security management, performance management).
- Operate technology areas or manage customer groups that are critical or high-risk.
- Integrate technical knowledge and business understanding to create solutions for customers.
- Resolve single- and cross-technology incidents independently.
- Work with team members to resolve unusually complex or cross-technology incidents.
- Proactively and reactively seek solutions to prevent problems from occurring in team/technology area.
- Apply solutions to meet highly complex customer needs.
- Identify additional services that could lead to future service revenue growth.
- Provide technical consulting during contract renewal discussions.
Customer and Relationship Management:
- Build and maintain strong relationships up to senior management level in assigned accounts.
- Design and deliver support solutions using specific industry knowledge and expertise.
- Assist in managing the delivery of industry support solutions.
- Lead Customer Expectation management as part of the escalation process.
- Lead cross-team or large programs/projects.
- Coach or guide junior consultants.
Education and Experience Required:
- Bachelor's degree preferred, or Associate degree holder (technical field) with 5-7 years working experience in related fields.
Knowledge and Skills:
- Thorough knowledge of HP products,
- Broad knowledge of corporate organization, job, and policies.
- Comprehensive business, technical, or functional knowledge at an expert level.
- Communicate tactfully with diplomacy up to senior management levels within an organization.
- Active listening skills and ability to adjust messages to audience level.
- Problem-solving skills (proactive, reactive, and creative).
- Employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination.
- Well-versed in core technical competencies and specialized in some technical areas.
- Intermediate skills in project management, communication, analysis, and presentation.
- Provide suggestions for operational efficiencies.
Additional Job Title: Tier 1 Resident Technician
General Responsibilities:
- Part of a team supporting the customer’s Poly and Zoom video conferencing environment.
- Provide Level 1 onsite technical support for video and audio conferencing issues.
- Schedule and manage high-level events.
- Track and resolve incidents.
- Provide MACD support (Move, Add, Change, Delete).
- Guide customers in the use of video conferencing equipment and software.
- Maintain support and process documentation.
Technical Responsibilities:
- Provide Level 1 technical support to customer end users.
- Support customer end users with user training for self-scheduling conferences.
- Assist customers in scheduling and launching video conference calls.
- Open incident tickets and maintain the customer incident management and CMDB systems.
- Provide onsite support for video MACD requests, including installing and removing video equipment.
- Report and provide updates on problems with standard Poly video conferencing products to the Poly Cloud and Managed Services team.
- Provide technical support in resolving non-Poly related issues, including 3rd party appliances and peripherals.
- Update and maintain customer video environment documentation and process documentation.
- Perform required testing and recovery from any network breaches related to virus attacks or fraudulent activities affecting managed video services on Poly equipment.
- Validate end-to-end service functionality upon completion of installation activities.
- De-install and dispose of displaced hardware/assets as required, following customer asset disposal policies.
Customer Interaction:
- This is a customer-facing position requiring outstanding customer service skills.
- Based at the customer campus for support of video and audio operations during business hours and/or after hours for critical situations or maintenance activities.
