Tier 1 Support Engineer

Hackensack, NJ

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.

Job Description

  • 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.

Qualifications

  • 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.

A Plus

  • 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.

Please forward your resume to careers@vidyo.com.  Reference Tier 1 Support – NJ in subject line.