Accountabilities:
1.Understand Polycom’s products and
solutions and ability to articulate the same to customers/partners.
2.Understand technical issues
raised by customer
3.Configure, trouble shoot and
resolve complex issues for the customers
4.Use labs environments to
re-create complex customer problems
5.Use remote trouble shooting
session in resolving the customer issues
6.Analyze complex logs to
troubleshoot customer issues and then provide the effective resolutions
7.Document troubleshooting and
problem resolution steps
8.Provide training to customers
when required.
9.Offer an expert level support in
Voice and Video technologies
10.Take overall ownership of
technical issues, and working with different teams resolve more advanced issues
when necessary
11.Assist in program
reviews/providing feedbacks to partners, customers and engineering leadership
12.Build/Maintain relationships
with key external and internal stake holders
13.Share the best practices/lessons
learned with rest of the teams
Educational Qualification :
Bachelor of Engineering, Cisco Certifications, exposure to video platforms
Eperience : Eperienced
Location : Mumbai
Mandatory :
1.Bachelor's degree in Engineering/equivalent
with 5-7 years overall industry experience.
2.Good understanding and experience
in Voice and Video technologies
3.Excellent understanding for
various voice and video protocols like Sip ,H232 ,MGCP etc
4.Prior experience in capturing the
sniffer traces and identifying the issue from the logs and sniffer results.
5.Good understating for Various
Microsoft products (Exchange ,LDAP ,AD, Lync ,OCS etc) and IBM products link
sametime.
6.Ability/prior experience to
analyze complex logs
7.Proven track record in Voice
,Video and Networking with remote trouble shooting experience.Excellent
customer handling skills and effective
communication skills
8.Self-learner who is enthusiastic
in continuous learning and good team player
