Technical Support Engineer.P4.

Job Description

Subject Matter Expert - Polycom Cloud & Managed ServicesPolycom is seeking a qualified candidate who can work as an SME for NOC Managed Services delivery. Preferable candidate from NOC experience, hands on experience in complex fault resolutions, maintaining knowledge management base, front ending customer in case of critical incidents on technical front (SIP/H.323,VOIP/Video conferencing, Skype for Business, Unified communication)Qualifications:

• Bachelor s Degree in Computer Science, Engineering, related discipline or equivalent experience.
• Minimum 10 years experience with device, network, and application monitoring in an IT/NOC (managed services) environment and proven track record.
• Certifications desired: CCNA, CCNP, RHCHA, MCSA, MCSE, Wireshark(WCNA), VMWare or equivalent
• Experience with Microsoft Azure Cloud or Amazon Cloud Services a plus.
• Systems: Windows, UNIX, Linux, Server HW, VMWare
• 3-5 years of working knowledge of H323 and SIP protocols, and general Telepresence experience, Polycom experience a Plus.
• General protocols: SIP, H323, H320, QOS, G711, G729, G723, Real-Time Audio, RTP, RTCP.

Essential Functions:

• Lead Polycom s Managed Services strategy for device, application, and network remote monitoring.
• Partners with key stakeholders to address current remote monitoring gaps. Identifies remote monitoring solutions for Managed Services as required.
• Provides Tier 3 remote escalation support for remote monitoring.
• Exhibits excellent trouble shooting skills. Able to identify and eliminate root cause of recurring issues.
• Participates in new projects and initiatives with an eye on continuous improvement of the service delivery process. Actively provides solutions and optimizes around cost.
• Implements solution designs that meet requirements for disaster recovery and business continuity.
• Develops and maintains documentation for infrastructure installation and maintenance, and solution operation. Provides training to the Managed Services team as needed.
• Identifies support requirements for new components.
• Follows established Change Management, Software Release, and other operational processes.
• Interfaces with customer as needed (upper management) to design, deploy, and maintain monitoring services.
• Experience working with Active Directory (AD) and Microsoft Windows Servers.
• Participate in critical recovery efforts.
• Good knowledge of security concepts such as ACLs , NAT , Firewalls.
• Prior knowledge administering and troubleshooting Microsoft Skype for Business /O365 environment.
• Position may require after-hours and weekend work (On call support)
• Single point of contact towards Customers to present technical findings, managing escalations.
• Responsibility to upskill team members competence at standard level

Key expertise areas:

• Demonstrated, expert level, architecture, development and operational experience with remote management tools like ScienceLogic EM7, HP Openview, IBM Tivoli, or free ware applications like Cacti, Nagios/Icinga, Zabbix, Splunk, or similar is required.
• Experience working with Active Directory (AD) and Microsoft Windows Servers. Familiarity with Polycom RealPresence Platform systems and RealPresence end user products. (RMX, DMA, CMA, XMA, VBP, RPAD, HDX, and ITP products.) is preferred, but not required.
• Networks (VPN connectivity, IP addressing, routers, switches, circuits, etc.)
• Demonstrated, in-depth, hands-on, working knowledge of VMWare, Linux and Windows servers and workstations (administration, hardware, software, tools, interfaces, deployment, etc.)
• Demonstrated fluency with modern programming and scripting languages required. Applicant must provide multiple examples of tools or scripts he or she has authored, complete with detailed code review/explanation upon request.
• Customer relationship (with upper management)
• Attention to details and adherence to processes (Service Desk, ITIL, process rigor)
• Troubleshooting / Problem solving
• Test new Hardware & Software versions to verify interoperability with future customer deployments.
• Ensuring the most cost-effective and efficient use of servers and network protocols and data collection.
• Suggesting and providing solutions to business and management problems.

Behavioral Competencies

• Customer Focus
  • Customer First: anticipate customer and market requirements and adapt to their needs. Understand your customers, anticipate their needs and exceed their expectations.
  • Execute swiftly, right first time.
  • Accountability be responsible for impact of your actions, deliver on your commitments.
• Teamwork
  • Contribute to the creation of an environment in which team/ individuals are empowered to innovate, make decisions and take action
  • Use diversity as strength, ensure equal opportunities and listen to the views of others whilst offering productive feedback.
• Determination
  • Passion to win, strive for high achievement
  • Courage Has the confidence to challenge existing processes or procedures and suggest new ways of working that end up in improved delivery performance

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Keyskills :
active directoryibm tivolinetworkingcomputer sciencetechnical supporthp openviewroot causeip addressingnew projectstroubleshootingproblem solvinglanservice deliverymicrosoft azureoperating systems