Tier 1 Resident Technician
Plano, TX (Hybrid)
8+ months contract position
Pay Range: 30-$35/hr Our Fortune 500 client (One of the world's Information Technology companies) in Plano, TX (Hybrid) Opportunity is looking for hardworking, motivated talent to join their innovative team.
Are you a Tier 1 Resident Technician with a passion for collaborating with multiple teams and an interest in working onsite? Don't wait apply today.
Position Summary: The Tier 1 Resident Technician is part of a team that is responsible for supporting our customer's Poly, Teams, and Zoom video conferencing environment. This includes the following:
- Providing onsite technical support for video and audio-conferencing issues.
- Scheduling and managing high-level events like executive meetings, town halls, company-wide meetings, etc.
- Opening tickets and tracking and resolving incidents.
- Providing moves, adds, changes, and deletes (MACD) support, including installing and configuring video conferencing equipment.
- Guiding customers in the use of video conferencing equipment and software.
- Maintaining support and process documentation.
The Resident Technician will be 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. This is a customer-facing position , and the successful candidate will have outstanding customer service skills . This is a fast-paced environment.
Job Description - 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 HP 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.
Qualifications - 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).
- 1 year of working knowledge of 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.
- 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.
- Understanding of data network fundamentals: TCP/IP, cabling, and LAN troubleshooting a plus.