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Technical Writer/Trainer - Polycom/CCNA/MCSE

Eingestellt von Contingent Network Services

Gesuchte Skills: Support, Network, Ip, Sql

Projektbeschreibung

SUPER TRAINERS OVERALL TRAINING DOCUMENT

- The primary training needs for support are as follows.

o Tech Support agents and ESE's need detailed and thorough training on installation and product placement in the Polycom ecosystem.
o Training on advanced troubleshooting and problem isolation techniques.
o Hands-on-labs are critical.
- This training needs to be delivered in advance of product release and in advance of major upgrade release.
- This training needs to be delivered by technically adept trainers who are at the very least, equally skilled as their students. They must be able answer questions requiring advanced, engineering-level knowledge. The Job Description below covers this need in detail.
- Non-technical contract trainers are not an option.
- Recorded videos are not a valid substitute.
- Training needs to be repeatable and available so multiple sessions can be held in a defined period of time at the discretion of the support managers
- Training needs to be concise and include:
- Labs covering upgrade procedures
- Labs covering all back procedures between major release
- Troubleshooting Labs where Solution is built and then broken by the instructor
- Log analysis procedures
- New feature, new product, new configuration and troubleshooting training
- Incremental/new version technical training

JOB DESCRIPTION

- Technical Support Trainer
- Ensure support readiness for all Polycom support organizations in NALA by providing technical training.

ESSENTIAL FUNCTIONS

- Develop focused and targeted troubleshooting and problem analysis training for all appropriate Polycom products as well as the specific ways that they are integrated into larger networks and complex solutions.
- Work in collaboration with subject matter experts to develop Lab Exercises in order to validate the retention of the training.
- Interface with Polycom's North American and Latin American support teams, engineering organizations, and other departments to ensure that quality training is developed and delivered.
- This position requires between 5 and 10 percent of the employee's time to be utilized to support Polycom's customers via the telephone queues. This interaction with Polycom's customer base and support team will enable the employee to identify any areas that require additional targeted training to be developed. This training will be primarily focused on strengthening the support team's technical abilities.
- 90% travel, 10% phone support
- Provide best in class technical support via a telephone queue, over e-mail, and through web forums in order to address technical challenges involving Polycom's suite of products and solutions.
- Troubleshoot and resolve these challenges by employing comprehensive problem analysis and customer service skills. This troubleshooting is likely to involve addressing communications in both LAN and WAN based IP environments.
- Document accurate and detailed descriptions of all problem descriptions, troubleshooting activity and resolution data in the customer relationship management database system.
- Gather, review and record any pertinent log files, traces, configuration, environmental information, and network topology data. This data will be used to analyze the problem at hand and synthesize solutions for the customer in a timely manner.
- Utilize historical information gathered while resolving support requests to develop and submit technical articles to the centralized Polycom knowledge base.
- This position will occasionally require travel to other Polycom sites in North America.

QUALIFICATIONS (INCLUDE EDUCATION, TECHNICAL EXPERTISE, SKILLS AND EXPERIENCE REQUIRED)

- Proven ability or prior experience training others in complex technical matters most specifically in troubleshooting and problem identification.
- Proven ability to employ critical thinking and logic to analyze and troubleshoot problems to their root cause
- Strong understanding of the fundamental operations of a modern IP based network. Certification in Network Disciplines a plus (Cisco, Juniper, etc.)
- 2-4 years of customer support experience in a technical support or training environment is a strong plus
- Strong understanding of the Microsoft Suite including but not limited to Client Server OS, AD (LDAP), SQL, OCS/Lync, and Exchange
- Associates Degree or equivalent experience is a plus
- Excellent customer service and communications skills is a plus

Projektdetails

  • Einsatzort:

    Peachtree City, Vereinigte Staaten

  • Projektbeginn:

    asap

  • Projektdauer:

    Minimum 12 months

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Contingent Network Services