What Youll Do
Technical Services is a team of extraordinary technical guides whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience.
The Global TACs ability to partner with customers in solving their toughest networking challenges is what sets us apart in the industry and keeps customers coming back to Cisco. As digitization crafts our future, we lead with innovation, accept change, and believe the customer experience is paramount to our success.
As a Customer Support Engineer in our extraordinary team, you will gain hands-on experience and the ability to earn industry-leading certifications.
You will be a strategic partner to our customers, saving their business from the impact of network incidents, and solving and preventing the recurrence of technical issues. You will take on our customers toughest problems, ensuring that our customers get expected business outcomes, and providing a superb customer experience.
You will also receive extensive training and development in both technical and leadership/customer skill areas.
Who You'll Work With
CX is a team of extraordinary guides who focus to deliver an exclusive customer experience. We help tackle the toughest business challenges with network-centric solutions that accelerate customer and partner success and dedication. Our success is measured through exceptional financial results, growing customer happiness metrics, industry recognition, and employee happiness scores.
The group of highly skilled, dynamic, diverse, and passionate engineers who go above and beyond in assisting not just the customer but also their teammates and peers. The team is a good mix of engineers with varying years of experience (from 3 years all the way to 12 years) in Cisco technologies and solutions, and each and every one of them brings phenomenal value to the table. The team has a global presence located in 3 US centres, 1 Brussels centre and 2 India centres.
Who You Are
Does this sound like you?
Problem solver: You enjoy solving technical problems. You are analytical in your approach. You have excellent troubleshooting skills.
Empathy: You're able to keep customers happy and stress levels down during difficult situations. You dream about customer success.
Technically sound: Obviously you are an authority in your technology field. Here are the skills we are looking for to add to our support team. if you possess them, let us know:
Call Control: Cisco Unified Communications Manager
Applications: Presence (IM&P) and Cisco Jabber
Call control protocols and CUBE (SIP, H.323, MGCP)
Deep hands-on solving experience - Log Analysis
CCNA and/or CCNP Collaboration is highly desired
Communicate: You have superb communication skills (in English).
Education: You are Bachelors or Masters in Engineering/ Computer Science or have equivalent experience plus 5 to 7 years of related experience. Voice CCIE desired but not required.
Experience in technical support (TAC) or similar job role.
Cisco Unified Communications Manager (CUCM)
IP Phones (78XX / 88XX)
Linux Operating System basic operation and troubleshooting (i.e. Redhat Linux / CentOS)
Desired Skills
VoIP protocols such as SIP
Basic understanding of call flows involving CUCM, Telepresence, Presence (IM&P) and Cisco Jabber
Microsoft Active Directory / LDAP / LDAPS
Basic VMWare operation and troubleshooting
Wireshark
Security Certificates, SSL, TLS
AnyConnect VPN
Python
Typically requires BS in a technical field (CS/EE preferred) or equivalent
Role & Responsibilities
Technical Consulting Engineer is part of a highly skilled team in groundbreaking technology supporting Communication Manager, IP Phones, Protocols and VPN Collaboration solutions.
You'll provide the highest-level technical support for TAC engineers to help them solve complex customer problems
You can analyze, configure and troubleshoot Call Manager, Communication protocols and IP phones.
Build moderate-to-complex lab setups to duplicate and solve customer problems
You love developing intellectual property material and delivering technical training to global delivery partners and other TAC teams
Youll work with software engineering to improve product quality by filing software defects and testing fixes
Have a proven understanding of the Collaboration industry, products and protocols.
Builds productive relationships with customers and takes ownership of customer success.
Solves complex and diverse problems where analysis requires an in-depth evaluation of factors with imaginative and innovative troubleshooting and experimentation. Problems may be previously unknown.
You think beyond the fix to prevent future problems.
Have crisis leadership skills and the ability to balance critical customer issues/problems are second to none.
Receives limited supervision.
Receives little instruction on routine work and general instruction on new assignments.
Translates team goals into own work assignments.
Effective planning, prioritization, and organizing skills.
Drive for continuous learning, results orientation, and teamwork.
Utilization of an increasing understanding of Cisco business strategies and drivers to guide activities.
Able to determine problems and deliver solutions with a high level of customer satisfaction
Excellent written and verbal communication, interpersonal and presentation skills
Ability to function effectively in ambiguous circumstances
In-depth troubleshooting experience and knowledge of VOIP/Video signalling
Technical knowledge of SIP, H.323, Unix/Linux, AD/Exchange and Routing/Switching
Proven planning, prioritization, and organizing skills
You have good experience solving network or application performance issues and possess the ability to communicate effectively both verbally and in writing.
Required Product Knowledge and Technical Skills:
Applied knowledge of the Networking industry, products, and protocols.
Able to determine problems and deliver known solutions with a high level of customer satisfaction.
Bachelors/Masterss degree in a technical field (CS/EE) and 7-10 years of Networking Industry experience and a combination of the following; designing, deploying, configuring, supporting, troubleshooting, debugging and coordinating the following Unified Communications products, devices, solutions, and technologies for small, medium, large and/or enterprise businesses.
Strong analytical and troubleshooting skills.
Able to determine problems and deliver known solutions with a high level of customer happiness.
Candidate must have excellent verbal and written communication skills.
Ability to analyze, use and configure small to medium networks.
Ability to work effectively in an interrupt-driven environment and provide mentorship to other members of the workgroup.
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (36 years strong) and only about hardware, but were also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box!
But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.
So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!
