Poly Platform Administrator

RESPONSIBILITIES:Kforce is immediately adding a full-time Poly Platform Administrator in support of our nationally recognized, Consumer and Commercial Electronic R&D client in New York, NY. Responsibilities: System Administration and Technical Support for the complete Poly RealPresence Platform, which includes RMX, DMA, RPAD, RealPresence Resource Manager (RPRM), endpoints (Group Series, G7500, Studio X, Trio, etc.). and other products The Poly Platform Administrator will provide Poly support to customer IT and Network Engineering teams for knowledge transfer and integration issues Provide customer onsite and phone-based support for Incident Management with Service Requests in Poly CRM systems or the customer's CRM system Work in conjunction with Poly personnel to ensure excellent customer service and fastest resolution for incident management and support escalations Troubleshoot incidents, gather problem descriptions, log files, configuration data, and analyze them in order to determine root cause of problems and implement corrective actions/solutions Process RMA part replacements and perform repair activities on Poly systems located at the customer site(s) Complete on site preparation and planning for delivery of projects such as solution deployments, configuration changes, capacity increases and upgrades Work with various engineering teams to escalate customer issues and limitations and provide hot fixes Maintain accurate documentation of all actions required to resolve issues in the service ticket support database Maintain asset management data and change control procedures as required by customer The Poly Platform Administrator will document known issues, and solutions in a technical bulletin or solutions database Author documentation as needed for customer operations, service and technical procedures, recovery plans, incident reports, etc. May be working some non-standard hours, holidays and weekends, when appropriateREQUIREMENTS: Bachelor's degree or equivalent required WCNA, CCENT, or Network+ preferred 4 to 5 years of Video Conferencing background including experience with Poly products and/or 3rd party video conferencing devices 4 to 5 years of experience with H.320, H.323, and SIP protocols 4 to 5 years of working experience with customer services in direct customer facing role with exceptional professionalism and customer service skills Experience with endpoints such as Group Series, G7500, and Studio X, as well as the Polycom -core- such as RMX, DMA, Resource Manager, and RPAD. VOIP experience and experience with Poly VVX/CCX and Trio phones highly desirable Experience with ISDN T1/E1, TCP/IP networking and LAN/WAN standards Poly Expert certification (formerly PVCE) preferred Experience with Microsoft Teams or Skype for Business highly desirable Experience with Microsoft Server, Active Directory, and MS Exchange preferred Experience with troubleshooting and incident diagnosis of computer and/or networking systems Experience with trouble ticket and Incident Management software systems 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 othersThe pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.This job is not eligible for bonuses, incentives or commissions.Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.