**Position Summary**:
- Develop and implement a process for testing and validating video conference room setup.
- Resolve issues found during validation. Work with vendors for issues that must be resolved by 3rd party vendors.
- Develop and document support processes for video conference rooms.
- Train personnel to provide support using the documented processes.
- Provide customer onsite and phone-based support for Incident Management.
- Troubleshoot incidents, gather problem descriptions, log files, configuration data, and work with HP/Poly support personnel to analyze them to determine root cause of problems and implement corrective actions/solutions.
- Work with various support teams to escalate customer issues and limitations and provide hot fixes.
- Process RMA part replacements and perform repair activities on Poly systems located at the customer site.
- Complete onsite preparation and planning for delivery of projects such as solution deployments, conf...