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Technical support Engineer

Date: Jan 7, 2018

Location: Atlanta, GA, US

Company: HARMAN International

Requisition Id : 104084 

Additional Work Location(s) ​​​​​:  

 

As a member of the Streaming Video Technical support team, you will join an advanced technical team of highly motivated individuals committed to providing world-class support on streaming video products for Polycom’s customers and Certified Service Partners.

 

1: Provide best in class high-level technical support to address complex technical challenges involving Polycom’s full suite of Streaming Video products and solutions.

 

2: Troubleshoot and resolve these challenges by employing comprehensive problem analysis and customer service skills. This troubleshooting is likely to involve addressing networking challenges in both LAN and WAN based IP environments.

 

3: Document accurate and detailed descriptions of all problem data, troubleshooting activity and resolution data in the customer relationship management database system.

 

4: Gather, review and record any pertinent log files, traces, configuration, environmental information, and network topology data. This data will be used to analyze the problem at hand and synthesize solutions for the customer in a timely manner.

 

5: Work closely with Tier 4 and development teams to address any issue that requires the input of the engineering organization.

 

6: Utilize historical information gathered while resolving support requests to develop and submit technical articles to the centralized Polycom knowledge base.

 

7: Receive and develop peer-to-peer training in all appropriate Polycom products as well as the specific ways they are integrated into larger networks and complex solutions.

 

8: Gain needed levels of competency on the interactions/interop between the streaming video products and Polycom RPP suite of products.

 

9: This position occasionally requires working non-standard hours and holidays.

 

10: This position involves participating in a rotating on-call cell phone schedule to support off-hours escalation work

 

11 This position requires up to 20% travel to customer sites.

 

 

Qualifications

1: Proven ability to employ critical thinking and logic to analyze and troubleshoot problems to their root cause

2: Excellent customer service and communications skills (verbal and written)

3: Possession of the skills required for working in a team environment

4: Strong understanding of the fundamental operations of a modern IP based network running Video Conferencing (TCP/IP, routing, switching, firewalls, H.323, SIP, VoIP)

5:  Strong understanding of Linux

6: Strong understanding of the Microsoft suite including but not limited to Client/Server OS, AD (LDAP), SQL, OCS/Lync, and Exchange.

7: Possession of the following certifications is a strong plus: CCNA (Cisco Certified Network Associate), Microsoft certificates related to the technologies listed above o WCNA (Wireshark Certified Network Analyst) o VCP (VMWare Certified Professional)

8: Five or more years of customer support experience in a technical support environment

9: Bachelor’s Degree or equivalent experience is a plus

10: Ability to communicate in spoken and written Spanish or Portuguese is a plus

HARMAN (harman.com) designs and engineers connected products and solutions for automakers, consumers, and enterprises worldwide, including connected car systems, audio and visual products, enterprise automation solutions; and services supporting the Internet of Things.  With leading brands including AKG®, Harman Kardon®, Infinity®, JBL®, Lexicon®, Mark Levinson® and Revel®, HARMAN is admired by audiophiles, musicians and the entertainment venues where they perform around the world. More than 25 million automobiles on the road today are equipped with HARMAN audio and connected car systems. Our software services power billions of mobile devices and systems that are connected, integrated and secure across all platforms, from work and home to car and mobile. HARMAN has a workforce of approximately 30,000 people across the Americas, Europe, and Asia. In March 2017, HARMAN became a wholly-owned subsidiary of Samsung Electronics. HARMAN is an Equal Opportunity /Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or Protected Veterans status.  HARMAN offers a great work environment, challenging career opportunities, professional training and competitive compensation. Looking for a challenge where your experience is valued? Come see what you can achieve as a leader with HARMAN!  (www.harman.com)


Nearest Major Market: Atlanta

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