Onsite Video Support Technician

Location: Sao Paulo, São Paulo, Brazil

Department: Your Privacy

About the Role

HP Inc. is seeking a skilled Onsite Video Support Technician to join our innovative Services team in São Paulo, São Paulo, Brazil. This customer-facing role supports a client's video conferencing environment, delivering cutting-edge technical support for HP Poly solutions and integrated AV systems. As part of HP's commitment to reshaping how the world connects through technology, you will ensure seamless video experiences for end-users, from boardroom meetings to large-scale events. Leveraging HP's legendary culture of collaboration and innovation, you will troubleshoot issues, manage incidents, and drive customer success in a dynamic, onsite environment. Key responsibilities include providing hands-on technical support, monitoring meetings, handling MACD requests for Poly and third-party equipment, maintaining documentation and asset databases, and validating service functionality. You will escalate Poly-specific issues while resolving broader AV challenges, perform network breach recoveries, and train users on Microsoft Teams and conferencing tools. This role demands exceptional customer service, as you represent HP Inc. in direct interactions, fostering trust and reliability in every engagement. Ideal candidates bring 2+ years of video conferencing experience, knowledge of Poly products, Microsoft Teams, and network fundamentals, with strong English proficiency and self-motivation. Join HP Inc., a global leader operating in over 170 countries, where your expertise will contribute to groundbreaking solutions that empower collaboration. At HP, every voice matters, innovation drives career growth, and our customer-centric culture ensures you thrive while advancing technology that transforms the future of work.

Key Responsibilities

• Provide technical support for customer’s end users and video conferencing events/meetings
• Ensure conference rooms are functional and ready for video calls and events
• Monitor customer meetings and resolve issues that arise during sessions
• Open tickets for incidents and maintain customer incident management and CMDB systems
• Provide onsite support for video Move, Add, Change, Delete (MACD) requests, including installing, configuring, maintaining, and removing equipment
• Escalate issues to Poly and provide updates on problems with Poly video conferencing products
• Support resolution of non-Poly related issues, including 3rd party appliances and peripherals
• Update and maintain customer video environment documentation, process documentation, and asset management database
• Perform testing, recovery from network breaches, and validate end-to-end service functionality post-installation
• De-install and dispose of displaced hardware/assets following customer policies
• Guide customers in using video conferencing equipment and software, and provide user training

Required Qualifications

• Associate degree or equivalent experience preferred
• 2+ years of Video Conferencing background supporting Audio-Visual systems
• Experience with Poly products and/or 3rd party video conferencing devices
• 2 years of working experience in direct hands-on customer-facing role with exceptional professionalism and customer service skills
• Proficiency in speaking, reading, and writing English
• Ability to work onsite in São Paulo, SP, Brazil with little supervision
• Understanding of data network fundamentals: TCP/IP, cabling, and LAN troubleshooting

Preferred Qualifications

• Experience with Trouble Ticket and Incident Management software systems
• 1 year of working knowledge of H.320, H.323 and SIP protocols
• Good verbal and written communication skills
• Experience troubleshooting and incident diagnosis of computer and/or networking systems
• Knowledge of asset management and CMDB systems

Required Skills

• Knowledge of Microsoft Teams rooms and conferencing
• Installing and troubleshooting Poly video conferencing devices
• Trouble Ticket and Incident Management software
• Troubleshooting computer and networking systems
• Data network fundamentals: TCP/IP, cabling, LAN troubleshooting
• H.320, H.323, and SIP protocols
• Customer service and hands-on support in client-facing roles
• Asset management and CMDB maintenance
• Technical documentation and knowledgebase management
• MACD operations for AV equipment
• Monitoring and resolving video meeting issues
• English proficiency (speaking, reading, writing)
• Highly organized and detail-oriented
• Self-motivated with ability to work independently
• Excellent verbal and written communication
• Problem-solving and escalation management

Benefits

• Competitive salary and performance-based incentives
• Comprehensive health, dental, and vision insurance
• Retirement savings plan with company matching
• Paid time off, holidays, and flexible work options
• Professional development programs and tuition reimbursement
• Employee stock purchase plan
• Wellness programs and gym membership discounts
• Global career mobility opportunities within HP Inc.
• Inclusive culture with diversity and inclusion initiatives

HP Inc. is an equal opportunity employer.