Unified Communication Support Consultant

Description -

Job Summary
• This role is responsible for utilizing advanced technical expertise in critical technology areas or customer groups, resolving complex incidents, and collaborating on cross-technology issues. The role applies the organization's solutions to meet intricate customer needs and designs specialized support solutions. The role cultivates senior-level relationships in assigned accounts, leads customer expectation management, and collaborates internally for issue resolution. The role also provides innovative problem-solving, leads projects, and contributes to operational and strategic plans.

Responsibilities
• Utilizes advanced technical knowledge to operate one or more critical or high-risk technology areas (e.g., server administration, technical security management, performance management) or customer groups.
• Resolves incidents involving single or cross-technology independently and collaborates with team members to address unusually complex or cross-technology incidents.
• Applies organization’s solutions to address highly complex customer requirements, while also designing and implementing support solutions using specialized industry knowledge.
• Identifies additional services with potential for future service revenue growth and offers technical consultation during contract renewal discussions.
• Cultivates and maintains strong relationships up to senior management levels in assigned accounts.
• Resolves problems promptly and appropriately, escalating issues according to established procedures, also leads customer expectation management as part of the escalation process.
• Collaborates extensively with internal groups to resolve client issues, actively contributing to the team's effectiveness.
• Interprets internal/external business challenges and recommends best practices to improve products, processes, or services.
• Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
• Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.

Specific responsibilities include:

• Understand Poly’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
• Share the best practices/lessons learned with rest of the teams

Job Requirements & Attributes:

• Bachelor's degree in Engineering/equivalent with 4-6 years overall industry experience
• Good understanding and experience in Voice and Video technologies
• Excellent understanding for various voice and video protocols like SIP, H.323, MNP24 (https)
• Good or Basic understanding in Microsoft products, such as:
  • Active Directory
  • Azure Active Directory
  • Office 365 (Microsoft 365)
  • Exchange Server
  • Exchange Online
  • Windows Server and its features
  • Microsoft SQL Server
• Strong understanding in Microsoft Unified Communications products such as:
  • Skype for Business Server 2015/2019
  • Skype for Business Online
  • Microsoft Teams
• Good understanding in network concepts (TCP, UDP, RTP, NAT’ing & etc)
• Able to capture the sniffer traces using Wireshark/NetMon/tcpdump tools and identify the issue
• Possession of any of the following technical certifications is a strong plus:
  • CCENT (Cisco Certified Entry Networking Technician)
  • WCNA (Wireshark Certified Network Analyst)
  • Core Solutions of Microsoft Skype for Business
  • Deploying Enterprise Voice with Skype for Business
  • MS-700 Managing Microsoft Teams
  • Poly CVE (Certified Videoconferencing Engineer)
  • SSCA (SIP School Certified Associate)
• 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

Preferred Certifications

• ITIL Certifications 
• Python or other scripting language

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.

Impact & Scope
• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity
• Responds to moderately complex issues within established guidelines.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

#Li-Post

Job -

Services

Schedule -

Full time

Shift -

No Shift premium (Philippines)

Travel -

No

Relocation -

No

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement