Network Support Engineer
4 days ago
Location: Bangalore, India
Work Type: Full-Time | 24x7 Rotational Shifts
About Us
At Poly – an HP company, we believe work is no longer a place – it's what you do and how you do it. We design and engineer beautifully crafted audio and video collaboration products that empower people to connect and create from anywhere.
If you're a problem-solver, collaborator, and technology enthusiast who thrives on enabling real human connections through innovative communication tools — we'd love to meet you.
About the Role
We are looking for a passionate and skilled Technical Support Engineer to join our Technical Assistance Center (TAC) in Bangalore. In this role, you will provide first-level technical support to Poly's global customers and partners, helping them resolve issues across our video conferencing and unified communication (UC) solutions.
You'll act as the frontline technical expert, ensuring smooth customer experiences while collaborating closely with advanced support and engineering teams.
Key Responsibilities
Serve as the initial point of contact for customers and partners via voice, chat, or email for Poly's video collaboration products.
Provide accurate, timely technical assistance and ensure high-quality customer interactions.
Troubleshoot and resolve issues related to VoIP, SIP/H.323 protocols, video conferencing systems, and unified communications platforms.
Accurately log, track, and update customer tickets in the CRM/ticketing system.
Escalate unresolved or complex cases to higher-level support teams when necessary.
Maintain proactive communication with customers throughout the issue lifecycle.
Identify and route potential sales opportunities to the appropriate teams.
Conduct Customer Satisfaction Surveys and contribute to continuous service improvement initiatives.
What You'll Bring
Bachelor's degree in Computer Science, IT, Electronics, or a related field.
2–3 years of experience in IT infrastructure, unified communications, or video collaboration support roles.
Solid understanding of VoIP, SIP, H.323, H.264, ISDN (T1/E1), Ethernet, and real-time communication protocols.
Hands-on experience with Microsoft Teams, Cisco Call Manager, Zoom, or other UC platforms.
Good knowledge of networking protocols (DNS, DHCP, LAN/WAN, TCP/IP, VPN, MPLS).
Exposure to cloud-based UCaaS platforms or integrations preferred.
Strong analytical, troubleshooting, and customer relationship skills.
Excellent verbal and written communication in English.
Ability to thrive in a fast-paced, 24x7 support environment.
Why Join Us?
Be part of a global brand redefining how the world communicates.
Work with cutting-edge collaboration technologies in an inclusive, innovation-driven culture.
Opportunities for learning, growth, and certifications in UC and networking domains.
Competitive compensation and benefits.
Ready to empower human connection?
Apply today and help us shape the future of collaboration at Poly | HP.
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