Technical Support Engineer

 

Beijing

 

Essential Functions (Include special duties and responsabilites)

 

Interface with internal and external customers to resolve technical issues on Polycom product via the phone or e-mail.

Support the complete Polycom Office Suite which includes MGC Series, PathNavigator, Global Management System, WebCommander, WebOffice,     

Personal Scheduler and PSTN and IP Phones and our wide variety of appliances and PC base end-points. V2IU is a requirement

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 or 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 and holidays.

 

Qualifications (Include education technical expertise, skills and experience required)

 

Related Bachelor's Degree or equivalent

Must be fluent in both written and spoken English with ability to understand and respond to complex technical enquiries in English

5 years of experience with customer interaction.

Video Conferencing background including familiarity with Polycom products is a big plus

Cisco Cerified (CCNA or Other) a requirement and current

Microsoft Certification (MCSE or equivalent) a requirement and current

Working Experience with Windows server 2000/3 and XP environments required (MCSE desired). IIS, MS Access and SQL

Woking Knowledge of H.320, H.323 and SIP protocols.

Working Knowledge of ISDN T1/E1, Ethernet.

Working Knowledge of TCP/IP networking, switches, Routers, Firewalls (NAT & PAT transalations), IP telephony.

Must be highly organized and detail-oriented.

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