Technical Support Engineer [Mexico]

 

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Poly is a part of HP, specialized in headsets, telecommunication, and videoconferencing solutions.

We are looking for a Technical Support Engineer (Level 2), who will be in charge of communicating with customers, resellers and distributors.

Activities include troubleshooting of Video Endpoints/VOIP phones from Poly.

Proactiveness, dedication and self-learning is highly desired.

Key Responsabilities:

• Interface with Poly's Certified Service Partners, external customers and internal sales team.

• Provide best in class technical support via a telephone queue, over e-mail, and through web forums to address technical challenges involving Poly's suite of products and solutions

• Troubleshoot and resolve these challenges by employing comprehensive problem analysis and customer service skills. This troubleshooting is likely to involve addressing networking issues found in both LAN and WAN segments of modern IP networks

• Document accurate and detailed descriptions of problem descriptions, troubleshooting activity, and resolution data in the customer relationship management database system

• 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

• Utilize historical information gathered while resolving support requests to develop and submit technical articles to the centralized Poly knowledge base

• Potentially assist in Poly’s Beta program with an intention to use the knowledge gleaned in the field to continually improve Poly’s products and services

• Work in collaboration with members of the wider support team to develop one another technically

• Receive and potentially develop peer-to-peer training in appropriate Poly products and the specific ways they are integrated into larger networks and complex solutions

What you bring to the team

• You possess a proven ability to employ critical thinking and logic to analyze and troubleshoot problems to their root cause.

• You possess excellent customer service and communications skills.

• You possess Strong understanding of the fundamental operations of a modern IP network

• You possess Basic understanding of the Microsoft suite, including - but not limited to - Client/Server OS, AD (LDAP), SQL, Skype for Business/Teams, Exchange, & Office 365

• You have the ability to communicate in spoken and written English

• You have of any of the following technical certifications:

• Net+ (CompTia Network+ or another Associate-level Network certification)

• WCNA (Wireshark Certified Network Analyst)

• MCA (Microsoft Certified Administrator)

• Poly CVE (Certified Videoconferencing Engineer)

• SSCA (Sip School Certified Associate)

• You have 2-4 years of customer support experience in a call-center or technical support environment.

• You have the ability to communicate in multiple languages.

About HP

You’re out to reimagine and reinvent what’s possible—in your career as well as the world around you.

So are we. We love taking on tough challenges, disrupting the status quo, and creating what’s next. We’re in search of talented people who are inspired by big challenges, driven to learn and grow, and dedicated to making a meaningful difference.

HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.

Our history: HP’s commitment to diversity, equity and inclusion – it's just who we are.

From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves. We celebrate the notion that you can belong at HP and bring your authentic self to work each and every day. When you do that, you’re more innovative and that helps grow our bottom line. Come to HP and thrive!

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