The Flex Support Engineer is a specialist with advanced knowledge of unified communications and intelligent video conferencing solutions, specifically Crestron's Flex and Intelligent Video platforms. The primary responsibility of the Flex Support Engineer is to attain and document a clear description of problems reported, via incoming support phone calls or online submissions, and apply their knowledge to resolve the issue or investigate further and collect specific information to work toward resolution or escalation. Responsibilities: Building and maintaining customer rapport ensuring they understand Crestron is with them through every step of the process. Determine specifics for the reported problem, including but not limited to: Clear description of the reported problem Number of deployed systems impacted Current hardware/firmware/software configurations of impacted systems Deployment environment (other Crestron or 3rd party equipment in the installation) Review published documentation with customer, including both Crestron and conferencing service provider documentation where applicable. High level analysis of log files. Basic analysis of customer network Verify customers conferencing service is properly configured through appropriate portal (O365/Zoom). Create RMAs as needed for customer site. Assist in supporting Crestron customer knowledgebase by the creation of training material, knowledgebase articles, supportive documentation, and/or software tools Other duties or responsibilities as required Requirements: Bachelor’s degree preferred; Microsoft Certified Association Knowledge of Unified Communication platforms (MS teams, Zoom) Knowledge of Exchange/O365/Active Directory Network diagnosis skills (COMP TIA+ preferred) Read and interpret system schematics, floorplans, etc. Collect and interpret system level data for analysis. The ability to clearly document the issue, steps taken and thought process behind the path of investigation. The ability to think ”outside-the-box" and understand how minute data points can affect the larger picture Must possess excellent interpersonal/written/verbal communication skills, with the ability to learn new technologies. Able to effectively prioritize tasks to maximize benefit to the organization, quickly identifying need for escalation. Must be able to lift and maneuver up to 50
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