What are the responsibilities and job description for the Poly Technical Support Technician position at Kforce Technology Staffing?
Job Details
RESPONSIBILITIES:
Kforce is immediately adding a full-time Poly Technical Support Technician in support of our nationally recognized, Consumer and Commercial Electronic R&D client in Plano, TX.
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 for incidents and maintain the customer incident management and CMDB systems
* Provide onsite support for video Move, Add, Change, Delete (MACD) requests; This includes installing and removing video equipment as requested
* Report and provide updates on problems with standard Poly video conferencing products to support
* Provide technical support in the resolution of non-Poly related issues including, but not limited to, 3rd party appliances and peripherals
* Update and maintain customer video environment-documentation and process documentation
* Perform any required testing and recovery from any Network breach related to virus attacks or any other fraudulent activities that affect 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
REQUIREMENTS:
* Associate degree or equivalent experience preferred, but not required
* 2 years of video conferencing background supporting audio-visual (AV) systems, including experience with Poly products and/or 3rd party video conferencing devices (Neat, Yealink, Logitech, Cisco)
* 2 years of working experience providing customer service in direct hands-on customer facing role (not telephone support) with exceptional professionalism and customer service skills
* 1 year of working experience with video protocols (H.320, H.323) and SIP protocols
* Experience supporting Teams conferencing preferred
* Experience with installing and troubleshooting Poly video conferencing devices or other video conferencing devices such as Neat, Yealink, Logitech, Cisco
* Experience with Trouble Ticket and Incident Management software systems preferred
* Experience with troubleshooting and incident diagnosis of computer and/or networking systems a plus
* Must be highly organized, detail-oriented, self-motivated and able to work with little supervision
* Must have excellent verbal and written communication skills, including ability to train others
* Understanding of data network fundamentals: TCP/IP, cabling, and LAN troubleshooting a plus
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Kforce is immediately adding a full-time Poly Technical Support Technician in support of our nationally recognized, Consumer and Commercial Electronic R&D client in Plano, TX.
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 for incidents and maintain the customer incident management and CMDB systems
* Provide onsite support for video Move, Add, Change, Delete (MACD) requests; This includes installing and removing video equipment as requested
* Report and provide updates on problems with standard Poly video conferencing products to support
* Provide technical support in the resolution of non-Poly related issues including, but not limited to, 3rd party appliances and peripherals
* Update and maintain customer video environment-documentation and process documentation
* Perform any required testing and recovery from any Network breach related to virus attacks or any other fraudulent activities that affect 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
REQUIREMENTS:
* Associate degree or equivalent experience preferred, but not required
* 2 years of video conferencing background supporting audio-visual (AV) systems, including experience with Poly products and/or 3rd party video conferencing devices (Neat, Yealink, Logitech, Cisco)
* 2 years of working experience providing customer service in direct hands-on customer facing role (not telephone support) with exceptional professionalism and customer service skills
* 1 year of working experience with video protocols (H.320, H.323) and SIP protocols
* Experience supporting Teams conferencing preferred
* Experience with installing and troubleshooting Poly video conferencing devices or other video conferencing devices such as Neat, Yealink, Logitech, Cisco
* Experience with Trouble Ticket and Incident Management software systems preferred
* Experience with troubleshooting and incident diagnosis of computer and/or networking systems a plus
* Must be highly organized, detail-oriented, self-motivated and able to work with little supervision
* Must have excellent verbal and written communication skills, including ability to train others
* Understanding of data network fundamentals: TCP/IP, cabling, and LAN troubleshooting a plus
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Salary : $29 - $37
