Support Engineer (Tier 3 Escalation)

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- Interface with internal and external customers to resolve technical issues on Polycom product via the phone or e-mail and onsite.- Support the complete Polycom Office Suite which includes MGC Series, PathNavigator, Global Management System, WebCommander, WebOffice, -Personal Conference Suite, Personal Scheduler and PSTN and IP Phones and our wide variety of appliances and PC base end-points and VBP.- 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 and or escalating to various Engineering groups.- 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, holidays and weekends.- Travel to customer sites to install, configure, manage, troubleshoot and could be 75% of the time.-- Participate in rotating on-call schedule to provide 7x24 support to customers.- Provide written reports on problem analysis on cases escalated to R&D for resolution. - Work on multiple projects and be part of testing, training and troubleshooting beta software.- Work with Lower Tiers and mentor in cases coming up into escalations.Related Bachelor's Degree or equivalent- 5+ years of experience in a customer facing technical service/support role- 5+ years Video Conferencing background including familiarity with Polycom products- Current Cisco certification (CCNA or similar) highly desired- Experience with Windows server 2000/3 and XP environments with Active Directory, IIS and SQL knowledge required - Current Microsoft certifcation (MCSE or similar) highly desired - Knowledge of H.320, H.323 and SIP protocols- Knowledge of ISDN T1/E1, Ethernet- Knowledge of TCP/IP networking, switches, Routers, Firewalls (NAT & PAT transalations), IP telephony- Must be organized, detail-oriented, and able to work highly visible situations with minimal supervision- Must have excellent oral and written communication skills including ability to train others- 5 years of experience with customer interaction or service/support role or customer support role