1221798 - Customer Support Engineer, Unified Communications

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
  • Job Id

What You'll Do

Technical Services is team of extraordinary technical gurus whose #1 focus is to help customers deploy and operate their networks effectively, while delivering the best possible customer experience. Your success is validated through excellent financial results, growing customer satisfaction metrics, industry recognition, and employee satisfaction scores. Cisco's Technical Assistance Center (TAC) is aligned to three geographic regions; together, they form one global, borderless TAC.

Who You'll Work With

The Unified Communications team in the TAC is made up of highly-responsive and self-driven technology geeks who love what they do: Enabling our Customers by enabling Cisco Technology. You would work with a team that specializes in: Collaboration, Data Center, Security, Voice, Wireless, Routing, Switching. You'll provide 2nd/3rd level technical support on a worldwide basis 24 X 7 X 365 to Cisco customers, partners, account teams, and other TAC engineers.

Who You Are

  • You provide second line consultation to independently debug complex IP Telephony problems.
  • You will be a focal point for large account network problem resolution.
  • You act as a technical authority and is a go-to resource for the team.
  • As a CSE, you support reactive case handling for Cisco's largest SP and Enterprise customers with Cisco IP Telephony technologies (Cisco Unified Communications Manager, Cisco Unity systems, other Cisco Unified Communications products including; Call Manager Express, Cisco Unity Express, etc.).
  • You will collaborate with lower level CSE's, VARs, OEMs & end-users & internal engineering departments.
  • You will work on problems of diverse scope where analysis requires evaluation of identifiable factors.

Required Skills:

  • You posses a Bachelors Degree in CS or related tech filed (or equivalent experience) plus 3 - 5 yrs meaningful customer support experience
  • You bring extensive call manager and call flow trouble shooting experience
  • You have in depth knowledge of installing, supporting, and troubleshooting Cisco IP Telephony products and Unified Communications solutions
  • You posses extensive IP Networking experience plus knowledge of Networking industry, products and protocols

Desired Skills:

  • Strong documentation skills—to be utilized for case management, knowledge capture, defect management and Trainings.
  • Excellent verbal communication skills—these skills enable you to deliver the best level of customer service, as most of the work being done is through the phone.
  • You bring strong analytical skills—will be utilized often as this position covers all Cisco IP Telephony tech.
  • You hold a deep understanding of TCP/IP—IP knowledge is critical as it is the foundation for most IP Telephony tech.
  • Working knowledge of handling network down situations—This role will be handling S1/S2 Service Requests with limited supervision.
  • Ability to drive recreates remotely—Many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolve.
  • You should have experience and knowledge of IP Telephony protocols, proficient with QoS on Cisco platforms, and thorough understanding of Cisco's product line.
  • You are highly motivated and a self starter who can work with minimal supervision.
  • Good organizational skills. The position requires that the CSE is able to prioritize his/her workload and manage customer dedications.
  • Your strong collaboration skills result in a very strong partnership which has proven to be successful in driving Issues to Resolution quickly.
  • Cisco Voice CCIE certification and/or current Cisco CCVP with Current Microsoft MCSE.

Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference. Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

  • We connect everything – people, process, data and things – and we use those connections to change our world for the better.
  • We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
  • We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.
  • Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

We connect everything - people, process, data and things. We innovate everywhere to create fresh ideas and possibilities. We make a meaningful difference that will benefit everyone - our people, our customers and the world around us.

Our technology changes the way the world works, lives, plays and learns. But our edge doesn't come from technology. It comes from our people. We're looking for the kind of people who take smart risks, thrive in diverse environments, inspire their colleagues, and are committed to having an impact on the world. Whether you create technology solutions that redefine business or build connections that strengthen the community, you can make it happen at Cisco!

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