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April

Technical Support Engineer

Plantronics - The Leap, QLD

IT
Source: uWorkin

JOB DESCRIPTION

Work is no longer a place. It's what you do. And how you do it. More fluid, more flexible, powered by your imagination and by some amazing technology!

That's where we come in. We are Poly. We outfit you with beautifully designed and engineered audio and video products so that YOU can do YOU. Wherever and whenever.

If you are a free thinker, a can-doer, a collaborator, a brainstormer - and want to enable real

connections - we are interested in you.

Poly is seeking an experienced Technical Support Engineer to join our dynamic, highly successful Gurgaon engineering team. As a Technical Support Engineer working on industry-leading collaboration products you'll be making a positive impact on how people live and work. You'll gain career-expanding experience across a wide cross-section of product development activities, taking advantage of the latest technologies and helping to create the products of tomorrow.

Your day to day

  • Understand Polycom's products and solutions and ability to articulate the same to customers/partners.
  • Understand technical issues raised by customer
  • Configure, trouble shoot and resolve complex issues for the customers
  • Use labs environments to re-create complex customer problems
  • Use remote trouble shooting session in resolving the customer issues
  • Analyze complex logs to troubleshoot customer issues and then provide the effective resolutions
  • Document troubleshooting and problem resolution steps
  • Provide training to customers when required.
  • Offer an expert level support in Voice and Video technologies
  • Take overall ownership of technical issues, and working with different teams resolve more advanced issues when necessary
  • Assist in program reviews/providing feedbacks to partners, customers and engineering leadership
  • Build/Maintain relationships with key external and internal stake holders
  • Provide On call technical support to the customers when they are reporting and following up on open issues.
  • Share the best practices/lessons learned with rest of the teams
  • Collaborate internally with technical teams to provide quicker resolution to customers.
  • Willing to provide support over weekend.
  • Willing to travel onsite for support if onsite support is required to resolve customer issues.
What you bring to the team
  • Bachelor's degree in Engineering/equivalent with 5-7 years overall industry experience.
  • Good understanding and experience in Voice and Video technologies
  • Excellent understanding for various voice and video protocols like Sip, H232, MGCP etc.
  • Prior experience in capturing the sniffer traces and identifying the issue from the logs and sniffer results.
  • Good understating for Various Microsoft products (Exchange, LDAP, AD, Lync, OCS etc.) and IBM products link same time.
  • Ability/prior experience to analyze complex logs
  • Proven track record in Voice, Video and Networking with remote trouble shooting experience.
  • Excellent customer handling skills and effective communication skills
  • Self-learner who is enthusiastic in continuous learning and good team player
Key Performance Indicators:
  • Successful resolution of customer issues (On time, without escalation, specified quality parameters and with utmost CSAT).
  • Pro-active communication/involvement in managing customer expectation.
  • Feedbacks from customers, partners and stake holders.
  • Contribution to the development of service delivery.
Our Culture

At Poly, leadership principles aren't just something we talk about, they're something we live and breathe. We believe in creating a work environment where people feel empowered, supported, and included -where trust and transparency are built into the way we work - where creativity, curiosity, and continuous improvement are encouraged and nurtured every day.
  • C3 - Customer. Customer. Customer: Customer obsession is everyone's job. You enjoy solving customers' problems - big or small. You work closely with customers, channel partners and their teams to deliver innovative solutions.
  • Raise the Bar: You take pride in your work and know details matter. You know that shavings make a pile. You seek every opportunity to continuously improve teams, products, and processes.
  • Communicate Courageously: You speak with candor but aren't a jerk. You constructively challenge your teammates to get to the best possible outcome or decision. Once a decision is made, you fully align and stay aligned.
  • Onward and Upward: You learn from the past but focus on the future. You rapidly adapt to changes in the marketplace. You help to create solutions that move the company forward with energy, momentum, and results.
You know your business, your customers, and your team - inside and out. You don't sacrifice long-term value for short-term results. You act with integrity, spend money like it's your own, and put Poly first. * Take the Leap: Speed matters in business. You encourage and require those around you to think strategically and act decisively. Poly values calculated risk taking.
  • Ride Together: We are one team. We do what we say we'll do, we treat each other with respect, we have each other's back, and we hold each other accountable.
  • Leaders Lead: You know you are part of a larger global community and make decisions as good stewards of the earth, its resources and its people.
Poly is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, accessibility needs, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.

No matter where you're based, you'll experience a company that believes that teamwork and collaboration drive maximum impact, seeks well-rounded talent to focused on providing the best customer experience, and understands that this is a marathon, not a sprint. And, top of mind to us is continuously and purposefully building an inclusive culture that empowers all of our team members, across the globe, to do their best work and be the best version of themselves.

Plantronics