Technical Support Specialist

Job Description

• Bachelor s Degree in Computer Science, Engineering, related discipline or equivalent experience.
• Minimum 7 years experience with device, network, and application monitoring in an IT/NOC (managed services) environment and proven track record.
• Certifications desired: CCNA, CCNP, RHCHA, MCSA, MCSE, Wireshark(WCNA), VMWare or equivalent
• Systems: Windows, UNIX, Linux, Server HW, VMWare
• 3-5 years of working knowledge of H323 and SIP protocols, and general Telepresence experience, Poly experience a Plus.
• General protocols: SIP, H323, H320, QOS, G711, G729, G723, Real-Time Audio, RTP, RTCP.

Key expertise areas:

• Experience working with Active Directory (AD) and Microsoft Windows Servers. Familiarity with Poly RealPresence Platform systems and RealPresence end user products. (RMX, DMA, CMA, XMA, VBP, RPAD, HDX, and ITP products.) is preferred, but not required.
• Networks (VPN connectivity, IP addressing, routers, switches, circuits, etc.)
• Experience working with Linux and VMware. Working knowledge of to take snap shots of application, image deployment.
• Good understanding of the OSI model , TCP/IP fundamentals and computer networking. Hands on experience on troubleshooting of layer 1 communications, Able to identify network issues on switches & routers, including QoS configurations
• Prior knowledge administering and troubleshooting Microsoft Skype for Business /O365 environment.
• Good understanding of Voice Over IP Protocols ( SIP , H.323) and Video Conferencing.
• Good knowledge of security concepts such as ACLs , NAT , Firewalls.
• Good understanding of various monitoring tools like Icinga, Science logic, Tivoli IBM, App netta, Solarwinds etc
• Exposure to troubleshooting tools such as Wireshark and other industry standard log analyzers.
• Experience working with APIs, Python and network automation tools.(Desirable but not mandatory)
• understanding of SLAs/KPIs, Event/Incident Management process.
• Knowledge of ITIL framework, Attention to details and adherence to processes (Service Desk, ITIL, process rigor)

Behavioral Competencies

• Customer Focus
  • Customer First: anticipate customer and market requirements and adapt to their needs. Understand your customers, anticipate their needs and exceed their expectations.
  • Execute swiftly, right first time.
  • Accountability be responsible for impact of your actions, deliver on your commitments.
• Teamwork
  • Contribute to the creation of an environment in which team/ individuals are empowered to innovate, make decisions and take action
  • Use diversity as strength, ensure equal opportunities and listen to the views of others whilst offering productive feedback.
• Determination
  • Passion to win, strive for high achievement
  • Courage Has the confidence to challenge existing processes or procedures and suggest new ways of working that end up in improved delivery performancePoly is seeking a qualified candidate who can work as a Tier2 Engineer for NOC Managed Services delivery. Preferable candidate from NOC experience, hands on experience in complex fault resolutions, maintaining knowledge management base, front ending customer in case of critical incidents on technical front (SIP/H.323,VOIP/Video conferencing, Skype for Business, Unified communication)Qualifications:
  • Bachelor s Degree in Computer Science, Engineering, related discipline or equivalent experience.
  • Minimum 7 years experience with device, network, and application monitoring in an IT/NOC (managed services) environment and proven track record.
  • Certifications desired: CCNA, CCNP, RHCHA, MCSA, MCSE, Wireshark(WCNA), VMWare or equivalent
  • Systems: Windows, UNIX, Linux, Server HW, VMWare
  • 3-5 years of working knowledge of H323 and SIP protocols, and general Telepresence experience, Poly experience a Plus.
  • General protocols: SIP, H323, H320, QOS, G711, G729, G723, Real-Time Audio, RTP, RTCP.
  • Key expertise areas:
  • Experience working with Active Directory (AD) and Microsoft Windows Servers. Familiarity with Poly RealPresence Platform systems and RealPresence end user products. (RMX, DMA, CMA, XMA, VBP, RPAD, HDX, and ITP products.) is preferred, but not required.
  • Networks (VPN connectivity, IP addressing, routers, switches, circuits, etc.)
  • Experience working with Linux and VMware. Working knowledge of to take snap shots of application, image deployment.
  • Good understanding of the OSI model , TCP/IP fundamentals and computer networking. Hands on experience on troubleshooting of layer 1 communications, Able to identify network issues on switches & routers, including QoS configurations
  • Prior knowledge administering and troubleshooting Microsoft Skype for Business /O365 environment.
  • Good understanding of Voice Over IP Protocols ( SIP , H.323) and Video Conferencing.
  • Good knowledge of security concepts such as ACLs , NAT , Firewalls.
  • Good understanding of various monitoring tools like Icinga, Science logic, Tivoli IBM, App netta, Solarwinds etc
  • Exposure to troubleshooting tools such as Wireshark and other industry standard log analyzers.
  • Experience working with APIs, Python and network automation tools.(Desirable but not mandatory)
  • understanding of SLAs/KPIs, Event/Incident Management process.
  • Knowledge of ITIL framework, Attention to details and adherence to processes (Service Desk, ITIL, process rigor)
  • Behavioral Competencies
  • Customer Focus
    • Customer First: anticipate customer and market requirements and adapt to their needs. Understand your customers, anticipate their needs and exceed their expectations.
    • Execute swiftly, right first time.
    • Accountability be responsible for impact of your actions, deliver on your commitments.
  • Teamwork
    • Contribute to the creation of an environment in which team/ individuals are empowered to innovate, make decisions and take action
    • Use diversity as strength, ensure equal opportunities and listen to the views of others whilst offering productive feedback.
  • Determination
    • Passion to win, strive for high achievement
    • Courage Has the confidence to challenge existing processes or procedures and suggest new ways of working that end up in improved delivery performance

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Keyskills :
active directoryitil frameworkvoice over iptechnical supportnetwork automationcomputer hardwarecomputer scienceip addressingosi modeldispatchmailmonitoring toolsmanaged serviceslayer 1troubleshooting