Resident Technician

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.