Network Support Engineer L2

Business Title: Network Support Engineer

Location: Bangalore

Work is no longer a place. Its what you do. And how you do it. More fluid, more flexible,

powered by your imagination and by some amazing technology!

That’s where we come in. We are Poly-HP. We outfit you with beautifully designed and

engineered audio and video products so that YOU can do YOU. Wherever and whenever.

If you are a free thinker, a can-doer, a collaborator, a brainstormer – and want to enable real

connections - we are interested in you.

Poly-HP is seeking a qualified candidate who can work as Technical Support Engineer who will

be responsible to provide 24*7 first level technical support to our customers. Preferable

candidate with hands on experience in complex fault resolutions, maintaining knowledge

management base, front ending customer in case of critical incidents on technical front

(SIP/H.323,VOIP/Video conferencing, VOIP,MST, Unified communication)

Your day to day

• Act as the initial point of contact for technical support, offering prompt and

accurate assistance to end-users and distribution partners via voice or chat for

assigned video conferencing products.

Deliver exceptional customer service by maintaining clear communication,

providing timely updates, and ensuring follow-through on all inquiries and reported

issues.

• Serve as the first-level escalation point within the Technical Assistance Center,

escalating unresolved or complex issues to higher-level support teams when

necessary.

• Assess and handle customer calls appropriately; make informed decisions

when calls require further escalation or follow-up.

• Record accurate customer information, update ticketing/contact management

systems, and ensure logs are maintained with precision.

• Recognize potential sales opportunities during support interactions and forward

qualified leads to the appropriate sales teams.

• Conduct and document Customer Satisfaction Surveys to gather feedback on

service experience and identify areas for improvement.

What you bring to the team

• Engineering graduate in Computer Science, IT, or a related discipline.
• 2-3 years of experience in IT infrastructure, UC support, or video collaboration roles.
• Strong knowledge of VoIP, video conferencing systems, and unified communication technologies.
• Proficient in SIP, H323, H264 ISDN T1/E1, Ethernet, and other real-time communication standards.
• Hands-on experience with Microsoft Teams, Cisco Call Manager, and Zoom platforms.
• High-level proficiency in networking protocols and services including DNS, DHCP, LAN, WAN, TCP/IP, VPN, and MPLS.
• Familiarity with cloud technologies and services (preferably UCaaS platforms or integrations).
• Familiarity with PC/OS troubleshooting and endpoint device support.
• Customer-focused with excellent communication and relationship-building skills.
• Strong attention to detail and adherence to established processes.