Description:
- Interface with internal and external customers to resolve technical issues on Polycom product via the phone or e-mail.
- Install and Support the complete Polycom Office Suite, which includes, MGC, RMX, RSS, CMA, DMA, etc, in a Microsoft IT solution environment
- Integrate and troubleshoot Polycom products with Microsoft Active Directory, Office Communication Server, and Exchange Server in corporate production environments
- Work in conjunction with manager to reach/exceed the client/customer service satisfaction goals of Polycom Global Services
- Gather problem descriptions, log files, configuration data, and analyze them in order to determine root cause of problems and finding solutions.
- Maintain accurate documentation of all actions required to resolve issues in the service ticket support database.
- Document known issues, and solutions in a technical bulletin or solutions database.
- Ability to multi-task between several customer situations at the same time.
- Position could entail working non-standard hours, holidays and weekends
- Travel to customer sites when required to resolve technical issues with Polycom products, up to 20% of time
- Work closely with Project Managers and Field resources to develop, design, create SOW for technical deployments of Polycom products as a Solution.
- Participate in rotating on-call schedule to provide 7×24 support to customers.
- Provide written reports on problem analysis on cases escalated to R&D for resolution.

Experience:
- Bachelor’s Degree or equivalent required
- Video Conferencing background and familiarity with Polycom products preferred, but not required
- 5 years of experience with customer interaction.
- Cisco Certified (CCNA) a requirement and current
- Microsoft Certification (MCSE+Exchange) a requirement and current
- 5 years of working Experience and extensive in dept knowledge with MS servers (2000/2003) deployment and management, AD deployment and management (A MUST)
- 5 years of working experience and extensive in dept knowledge with Microsoft Exchange server 2003/2007 with installation, configuration, troubleshooting and deployment (A MUST)
- Working Knowledge of ISDN T1/E1, Ethernet.
- Working Knowledge of TCP/IP networking, switches, Routers, Firewalls (NAT & PAT translations), IP telephony.
- Must be highly organized, detail-oriented, motivated and be able to work with little supervision.
- Must have excellent oral and written communication skills including ability to train others.
- Demonstration of a customer service orientation through a proven ability to work well with other people

TOP SECRET CLEARANCE with ability to get SCI