Previous Job
VOIP and Unified Communication Support
Ref No.: 19-10046
Location: Washington, District of Columbia
 • System Administration and Technical Support for the complete Poly RealPresence Platform, which includes RMX, DMA, RPAD, RealPresence Resource Manager (RPRM), and other products.
• Provide Poly support to customer IT and Network Engineering teams for knowledge transfer and integration issues.
• Provide customer onsite and phone-based support for Incident Management with Service Requests in Poly CRM systems or the customer's CRM system.
• Work in conjunction with Poly personnel to ensure excellent customer service and fastest resolution for incident management and support escalations.
• Troubleshoot incidents, gather problem descriptions, log files, configuration data, and analyze them in order to determine root cause of problems and implement corrective actions/solutions.
• Process RMA part replacements and perform repair activities on Poly systems located at the customer site(s).
• Complete on site preparation and planning for delivery of projects such as solution deployments, configuration changes, capacity increases and upgrades.
• Work with various engineering teams to escalate customer issues and limitations and provide hot fixes.
• Maintain accurate documentation of all actions required to resolve issues in the service ticket support database.
• Maintain asset management data and change control procedures as required by customer.
• Document known issues, and solutions in a technical bulletin or solutions database.
• Position will entail working some non-standard hours, holidays and weekends, when appropriate.
• Author documentation as needed for customer operations, service and technical procedures, recovery plans, incident reports, etc.