Graduate Escalations Engineer - Bachelor or Master (Full time) - United Kingdom

  • Location:
    Uxbridge, England, United Kingdom
  • Area of Interest
    Engineer - Software
  • Job Type
    New Graduate
  • Technology Interest
    Software Development, Testing
  • Job Id

Start date: August 2018 but we can be flexible
Location: Uxbridge, Greater London


Can you demonstrate a real interest in technology/IT/Telecommunications, either through work experience or perhaps a hobby? If so, we are actively seeking candidates for role of Graduate Escalations Engineer as a key part of our Collaboration Conferencing Escalations team.

You will be based in the Uxbridge, UK and working directly with the local developments team, but also part of a small, tightly knit global Escalations team.

We are looking for engineers with very good ‘A’ levels or equivalents and a first or upper second class degree in Computer Science, Engineering, Mathematics, Physics, Computer Sciences or a related discipline.


Escalations is an incredibly fast paced environment where you will learn new things every single day. As a graduate in the team you will have the opportunity to take on responsibility very early on and provide 3rd line technical support to Cisco’s frontline support, as well as to customers, on complex product and solution issue.

You will quickly become an acknowledged product expert in Cisco and you will play a pivotal role in aiding and educating Cisco’s broader support organisation, dealing directly with customer and bridging both of these into the development organisation.

In return we offer the opportunity to work alongside the best engineers in the industry and responsible for supporting some of the world’s leading-edge technology. 


Primary Responsibilities of Graduate Escalations Engineer:

  • Final tier of support in Cisco, working directly with development engineers, customers and with Cisco’s global support organisation.
  • Building and maintaining product and solution expertise that is recognised across Cisco.
  • Support Cisco’s frontline support organisation, from the rollout of new product and features through to handling complex technical queries and issues.
  • Solve varied and complex technical issues in customer’s own installations and environments.
  • Create, develop and maintain tools and systems to aid support role.
  • Strong hands-on networking and communication protocol knowledge (Wireshark, TCP/IP, UDP, SIP, real-time video/audio codecs, etc).
  • Help shape future features to ensure the best field supportability.


Skills required:

  • Excellent written & verbal communication skills – especially important in a customer facing role.
  • Willingness and ability to very quickly understand and trouble-shoot a customer’s proprietary solution and installation.
  • Ability to multi-task and solve complex problems.
  • Ability to self-motivate with a strong desire to learn and ability to be flexible.
  • Proven track record of learning new technologies and features on own initiative.
  • A demonstrable passion for technology.
  • Excellent mathematical or scientific qualifications.
  • A knowledge of modern security methods is useful.
  • Programming knowledge (e.g. Python, C/C++) is desirable though not essential.


Education Background:

  • B.Sc. / B.Eng. / M.Sc. / M.Eng from a top ranked University with a 2:1 or 1st class honours degree in the areas of Computer Science, Engineering, Science, Mathematics or other analytical disciplines
  • A minimum of AAB at ‘A’ level or equivalent


Eligibility Requirements:

  • Due to graduate or recently graduated with undergraduate or graduate level degree
  • Ability to live and work in the UK with no additional sponsorship from Cisco
  • Must be fluent in English

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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