Technical Support Specialist

vor 4 Wochen

Erlangen, Bayern, Deutschland HCLTech Germany Vollzeit

About HCLTech Germany

HCL Technologies is a prominent global technology firm that delivers innovative software solutions and services to enterprises around the globe. We are dedicated to fostering innovation and providing exceptional value to our clients.

Position Overview

We are seeking a Technical Support Specialist to join our team. Below is the comprehensive job outline:

Your Responsibilities

  • Deliver specialized diagnostics and resolutions for hardware, software, and network issues related to the client's video infrastructure.
  • Act as a primary contact for clients and Level-2 technicians.
  • Facilitate the handover of hardware issues to on-site support personnel.
  • Coordinate hardware maintenance activities with third-party vendors for systems such as Poly, Cisco, and Yealink.
  • Provide support for hardware, software, and configuration of video endpoints and servers.
  • Collaborate closely with clients and other teams for knowledge transfer and problem resolution.
  • Participate in training sessions to enhance skills.
  • Conduct technical training for internal team members.
  • Perform hardware and performance testing and maintenance for the entire video infrastructure.
  • Ensure necessary maintenance of all video devices, including patching and upgrades.
  • Monitor and ensure compliance with Service Level Agreements (SLAs).
  • Plan and implement a backup and recovery strategy for continuous operations.
  • Provide operational support for video conferencing infrastructure (including Poly, Cisco, Yealink, MTRoA & MTRoW).
  • Maintain system documentation and generate regular reports as per client requirements.

Your Qualifications

  • Exceptional communication and presentation skills.
  • Strong leadership capabilities.
  • Ability to work effectively in a team-oriented environment.
  • Proven experience in leading the design, configuration, and implementation of new projects.
  • A minimum of 9-10 years of experience in a related field.
  • Solid understanding of ITIL processes.
  • Experience in supporting, troubleshooting, and managing Microsoft Teams Admin Center, Active Directory, and various Microsoft applications (Intune, Azure, O365, PowerShell, etc.).
  • Familiarity with Poly infrastructure (Poly Cloud, Poly Lens, RPRM Server, Real Connect & Endpoints).
  • Good understanding of signaling protocols such as SIP and H.323.
  • Experience with Cisco infrastructure, including CUCM Server, Gateways, Webex Hub & Endpoints.
  • Strong technical skills to adapt to environmental changes with various technologies.
  • Experience in supporting video conferencing in a multi-geo environment.
  • Proficiency in MS Teams, Cisco infrastructure, and video endpoints.
  • Fluency in both German and English, with excellent written and verbal communication skills.

Diversity and Inclusion

We are committed to promoting equality among all employees, regardless of cultural and social background, gender, disability, age, religion, belief, or sexual identity. We prioritize candidates with disabilities and those with equivalent qualifications.

Equal Opportunity Employer

HCLTech is an Equal Employment Opportunity employer. We advocate for and support a diverse workforce at all levels of the organization. All qualified applicants will be considered for employment without regard to race, religion, color, sex, age, national origin, or disability. Evaluation will be based solely on the ability, competence, and performance of the essential functions of the position.

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