Sr Engineer - Global Customer Service Operations

Job Title: Senior Executive - Endpoint Support (UC & Enterprise Mobility) Overall Experience: 1-2 Years Job Summary Seeking a proactive and technically skilled Senior Executive - Endpoint Support to manage, maintain, and troubleshoot enterprise communication and mobility endpoints across the organization. The ideal candidate will have hands-on experience supporting Poly (Polycom) video conferencing systems, Honeywell CT45 enterprise mobile devices, Microsoft Teams-certified meeting room solutions, and standard end-user computing infrastructure. The role requires strong troubleshooting capabilities, device lifecycle management expertise, and the ability to act as an escalation point for L1/L2 support teams. The successful candidate will ensure high service availability, rapid issue resolution, and a seamless end-user experience across office, warehouse, and operational environments. Key Responsibilities Unified Communications & Collaboration Support Provide operational support for Poly (Polycom) video conferencing endpoints & SIP end points , conference phones -MTRs , Honeywell devices. Troubleshoot issues related to Microsoft Teams Rooms (MTR), audio/video quality, device registration, firmware, and meeting connectivity. Coordinate with vendors and OEM support teams for advanced troubleshooting and hardware replacement. Perform firmware upgrades, configuration updates, and preventive maintenance activities. Manage and support Honeywell CT45 mobile computers and other rugged handheld devices. Perform device provisioning, enrolment, configuration, and troubleshooting. Troubleshoot Wi-Fi connectivity, barcode scanning, battery-related, and operating system issues. Coordinate warranty claims, repairs, and replacement activities with OEM vendors. Endpoint & End User Support Manage endpoint inventory, asset tracking, and lifecycle activities. Perform root cause analysis for recurring incidents and implement corrective actions. Ensure adherence to IT security and compliance requirements. Incident, Problem & Change Management Handle incidents and service requests within agreed SLAs. Participate in troubleshooting bridge calls and major incident management activities. Create and maintain technical documentation, SOPs, KB articles, and troubleshooting guides. Support planned maintenance, change implementation, and rollout activities. Collaborate with Network, Infrastructure, Security, and Application teams for issue resolution. Monitoring & Reporting Monitor endpoint health and service availability using enterprise management tools. Generate operational reports on incidents, device health, asset status, and compliance. Identify opportunities for automation and process improvement. Ensure timely communication with stakeholders regarding service issues and resolutions. Required Qualifications & Skills Educational Qualification Bachelor's Degree in Computer Science, Information Technology, Electronics, or a related field. Technical Skills Hands-on experience with Poly (Polycom) conferencing solutions. Experience supporting Honeywell CT45 or similar rugged enterprise mobility devices. Knowledge of Microsoft Teams Rooms (MTR) and Teams-certified devices. Good understanding of Microsoft 365, Exchange Online, and Teams. Experience with Windows 10/11 administration and troubleshooting. Familiarity with Intune / Microsoft Endpoint Manager for device management. Knowledge of Active Directory, Azure AD (Microsoft Entra ID), and Group Policies. Understanding of networking fundamentals including DNS, DHCP, TCP/IP, VPN, and Wi-Fi. Experience with ticketing systems such as ServiceNow, Jira, or Remedy. Soft Skills Strong troubleshooting and analytical skills. Excellent verbal and written communication. Customer-focused mindset and stakeholder management abilities. Ability to work independently and handle multiple priorities. Willingness to participate in after-hours support when required. Preferred Certifications (Good to Have) Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) Microsoft Teams Administrator Associate (MS-700) ITIL Foundation Certification Microsoft Teams Rooms Technical Training Key Competencies Endpoint Lifecycle Management Unified Communications Support Incident & Problem Management IT Service Management (ITSM) Device Configuration & Deployment -Microsoft Technical Documentation Vendor Coordination Customer Service Excellence