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Tier 1 Resident Technician

Plano, TX (Hybrid)

8+ months contract position

Pay Range: 30-$35/hr

Our Fortune 500 client (One of the world's Information Technology companies) in Plano, TX (Hybrid) Opportunity is looking for hardworking, motivated talent to join their innovative team.

Are you a Tier 1 Resident Technician with a passion for collaborating with multiple teams and an interest in working onsite? Don't wait... apply today!

Position Summary:

The Tier 1 Resident Technician is part of a team that is responsible for supporting our customer’s Poly, Teams, and Zoom video conferencing environment. This includes the following:

+ Providing onsite technical support for video and audio-conferencing issues.

+ Scheduling and managing high-level events like executive meetings, town halls, company-wide meetings, etc.

+ Opening tickets and tracking and resolving incidents.

+ Providing moves, adds, changes, and deletes (MACD) support, including installing and configuring video conferencing equipment.

+ Guiding customers in the use of video conferencing equipment and software.

+ Maintaining support and process documentation.

The Resident Technician will be based at the customer campus for support of video and audio operations during business hours and/or after hours for critical situations or maintenance activities. This is a customer-facing position, and the successful candidate will have outstanding customer service skills. This is a fast-paced environment.

Job Description

+ Provide Level 1 technical support to customer end users.

+ Support customer end users with user training for self-scheduling conferences.

+ Assist customers in scheduling and launching video conference calls.

+ Open incident tickets for incidents and maintain the customer incident management and CMDB systems.

+ Provide onsite support for video Move, Add, Change, Delete (MACD) requests. This includes installing and removing video equipment as requested.

+ Report and provide updates on problems with standard Poly video conferencing products to HP support.

+ Provide technical support in the resolution of non-Poly related issues including, but not limited to, 3rd party appliances and peripherals.

+ Update and maintain customer video environment-documentation and process documentation.

+ Perform any required testing and recovery from any Network breach related to virus attacks or any other fraudulent activities that affect managed video services on Poly equipment.

+ Validate end-to-end service functionality upon completion of installation activities.

+ De-install and dispose of displaced hardware/assets as required, following customer asset disposal policies.

Qualifications

+ Associate degree or equivalent experience preferred but not required.

+ 2+ years of video conferencing background supporting audio-visual (AV) systems, including experience with Poly products and/or 3rd party video conferencing devices (Neat, Yealink, Logitech, Cisco).

+ 1 year of working knowledge of video protocols (H.320, H.323) and SIP protocols.

+ Experience supporting Teams conferencing preferred.

+ Experience with installing and troubleshooting Poly video conferencing devices or other video conferencing devices such as Neat, Yealink, Logitech, Cisco.

+ Experience with Trouble Ticket and Incident Management software systems preferred.

+ Experience with troubleshooting and incident diagnosis of computer and/or networking systems a plus.

+ Must be highly organized, detail-oriented, self-motivated and able to work with little supervision.

+ Must have excellent verbal and written communication skills, including ability to train others.

+ 2 years of working experience providing customer service in direct hands-on customer facing role (not telephone support) with exceptional professionalism and customer service skills.

+ Understanding of data network fundamentals: TCP/IP, cabling, and LAN troubleshooting a plus.

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.