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Summary:The UC Deployment Engineer for Video will be working in an onsite role for our Managed Collaboration Services team (MCS), the role will be situated onsite in Mons, Belgium. This role provides a highly visible customer support function through the performance of on-site monitoring and management of the customers install base, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Additionally, the role will require the ability to produce reports based on the customers KPI’s. Instructs customers in the operation and maintenance of the systems. Serves as the first point of contact with the customer in relation to their video estate.
Responsibilities will include, but are not limited to the following:

• Able to present and communicate clearly with clients on the technical details required for Poly, Pexip and Microsoft Teams environments.
  
• Work with the Managed Collaboration Service team as well as the HP Support teams to escalate customer issues and provide hot fixes if and when required.
  
• Review error messages and log files to troubleshoot and resolve issues that arise in a timely and efficient manner.
  
• Provides expert advice for the Poly and 3rd party equipment installed throughout the customers environments
  
• Maintain and update personal dispatch tickets, trip reports, and customer records in CRM database.
  
• Maintain asset management data and change control procedures as required by service entitlement.
  
• Overseeing Poly Private Connect performance and capacity management.
  
• Engage in longer term project planning and possible consultation services
  
• Effectively manage customer expectations and resolve conflict resolution/negotiation internally with customer support teams such as the HP Sales Team and the MCS team.
  
• Respond to customer inquiries and requests via telephone, email, and chat in a timely fashion
  
• Document all inquiries, requests, resolutions, and follow-up tasks as required.
  
• Coordinate technical resources internally and externally as needed to complete service delivery tasks as required.
  
• Available to work standard and non-standard work hours with very limited advance notice within stressful customer environments
  
• 20% international and nationwide travel required
  

Required education, experience, skills:

• Recognised government Security Clearance for working on government or military sites in Belgium equivalent to Secret (Geheim) or Trés Secret (Zeer Geheim).
  
• Bachelor's Degree in a technical field or equivalent experience required.
  
• 3+ years of relevant career experience in IT technical services with Poly video technologies and other similar videoconferencing solutions.
  
• Experience with Extron, AMX or Crestron AV deployments
  
• 3+ years of working experience with customer services in direct customer facing role.
  
• TCP/IP networking skills required, current Cisco Certification (CCNA or higher) is desired.
  
• 2 years of Microsoft Teams experience is highly desired with current Microsoft Certifications (MS Teams) preferred.
  
• Experience with voice and video using SIP and H.323 standards, including experience with SIP trunks and firewall traversal.
  
• Experience with Pexip and Poly Clariti management, reporting, policy servers and has achieved Pexip and Poly Certification
  
• Must have excellent verbal and written communication skills.
  
• Analytical skills
  
• Expertise in monitoring tools, ITSM tools, backup and DR tools
  
• Preferred ITIL experience
  
• Proactive problem solving and management.
  
• Team player with a “can do” attitude
  
• Excellent verbal & written communication skills
  

What do we expect you to bring?

• Customer Focused
  
• Exercises judgment within defined procedures and practices to determine appropriate action
  
• People oriented and a team player
  
• Strong English communication skills, ability to build and maintain relationships
  
• Any other language is a plus
  
• Managing own time, goals & objective
  
• Ability to work and perform under pressure
  
• Ability to work independently with minimum supervision
  

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