Unified Communication Support Consultant

Description -

Job Summary
• This role is responsible for overseeing critical technology areas and customer groups, providing strategic account support, and maintaining advanced technical proficiency and industry awareness. The role designs support solutions, fosters customer relationships, and acts as a trusted advisor in service delivery. The role contributes to complex projects, establishes policies, and mentors lower-level employees while building productive internal and external relationships.

Responsibilities
• Act as lead for technical support consultants and oversees multiple critical or high-risk technology areas or customer groups, while integrating technical proficiency and business insight to devise customer-oriented solutions.
• Delivers strategic account support by consistently upholding advanced technical and operational prowess and staying abreast of industry dynamics.
• Evaluates support plans based on business indicators and align them with the organization’s service solutions.
• Cultivates and expands relationships with complex and strategic customer accounts, thereby nurturing growth.
• Acts as a trusted advisor and consultant, for both customers and the organization, in service delivery, whether related to business, technology, industry, or specific applications.
• Designs and executes support solutions, leading the team’s efforts towards comprehensive solution planning, execution, and management.
• Develops and presents Value Based Delivery (VBD) account plans tailored to specific accounts and leads customer expectation management within the escalation process.
• Contributes inputs to operational methods and initiatives that could impact business management strategies within a given geographic area.
• Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies.
• Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees.

Specific responsibilities include:

• Team lead for technical support engineers, act as a SPOC for customer
• 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
• Share the best practices/lessons learned with rest of the teams

Job Requirements & Attributes:

• Bachelor's degree in Engineering/equivalent with 7-10 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
1. ITIL Certifications

2. Python and other scripting certifications with experience.

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

Complexity
• Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

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