Tier 1 Support Engineer Vidyo
Vidyo?s customer base is expanding and we are in need of a Tier 1 Support Engineer to join our growing team in Hackensack, NJ to provide a high level of expertise and an exceptional quality of service to the Company?s partners, external and internal customers.
Develop and maintain excellent relationships with our customers and partners, and help in continuously improving the support service to maintain a high level of customer satisfaction.
Interact directly with the Company?s partners and provide Level 1 technical support.
Resolve technical issues in a timely manner.
Manage simultaneous customer cases in highly demanding environment and resolve issues using company internal knowledge base.
Determine problems and deliver known solutions by translating general directions into specific objectives, priorities, and action steps.
Solve problems by adapting previous solutions to fit new conditions.
Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers and record these resolutions for general use.
Accurately and completely document problems and solutions on case notes.
Use phone/email/video consultation to debug network system problems of increasing levels of complexity.
Notify the management or Tier 2/3 team of any potential escalations or complex problems in a timely manner.
Maintain interaction with Sales force and Professional Services to insure customer needs are met and growth opportunities are maximized.
Night and weekend on-call duty required on a rotating basis.
Occasional domestic and international travel.
Bachelor?s degree in electrical engineering, computer science or a related field preferred.
In lieu of formal education, candidates must have a minimum of 2 years of directly applicable, progressively responsible experience in a technical environment enabling the learning of the requisite knowledge, skills and abilities. Recent college grads welcome!
Previous experience providing Technical Support, Customer Service, Field Service, Technical Operations, Help Desk or Professional Services.
Technical knowledge of 2 or more of the following required: Network Equipment, Digital Video Products, Videoconferencing applications, Operating Systems.
Any of the following certifications or equivalent hands-on experience is an advantage:
Cisco certification of at least a CCNA
Microsoft Certified System Engineer (MCSE)
Knowledge of Digital Video products (MPEG4, H.264).
Knowledge of SIP and H.323 , switch & router configuration.
Experience in LAN networking including in-depth knowledge of TCP/IP protocols
Note: Recent College graduates with appropriate degree and in-depth knowledge of operating systems and networking will be considered for an entry-level position.
||433 Hackensack Avenue |
Hackensack, NJ 07601