Job Summary

Job Summary : Cisco Managed Services Team Is Looking For A Customer Support Engineer To Help Us Tackle Problems In The Collaboration Technologies Space. In This Role, You Will Build, Operate And Support A Variety Of Collaboration Solutions.

Job Responsibilities : • Ensuring Post-Review Of Priority 1/2 Incidents \\r\\n• Following Defined Escalation Path When Needed \\r\\n• Identifying Incidents Which Need Special Attention Or Partner Concern \\r\\n• Handling Major Incidents \\r\\n• Demonstrate Analytical And Problem Solving Skills \\r\\n• Demonstrate Ability To Execute And Perform Timely Follow-Up To Ensure Customer Satisfaction \\r\\n• Ability To Prioritize And Lead Multiple Efforts At Once, While Working In A High Stress Environment \\r\\n• Operate And Support Of Collaboration Systems Using Cisco Products And Services \\r\\n• Triage, Solve And Fix Complex Product Issues While Delivering RCA \\r\\n• Serve As Tier 2 Escalation Point From Support Staff \\r\\n• Build And Maintain Documentation For Support And Troubleshooting \\r\\n• Work With TAC Teams On Complex Issues For Finding RCA \\r\\n• Leading CMS Team, Driving Customer Bridges From The Technical Standpoint

Key Responsibilities

NA

Skill Requirements

Skill Requirement : BE Or B.Tech Degree Required \\r\\n• Knowledge Of ITIL Framework \\r\\n• You Have More Than 4-6 Years Of Proven Experience In Large SMB And/or Enterprise Networks \\r\\n• Minimum 4+ Years Experience In Cisco Uc/Voice Collaboration \\r\\n• Expertise And Hands On Technical Experience With The Cisco Collaboration Portfolio Including Unified CUCM, Expressway, CUBE, IP Phones, Jabber And IM & Presence. \\r\\n• Expertise And Hands On Technical Experience With IP Communications Signaling And Media Protocols, Including Session Initiation Protocol (Sip), H.323, Xml, Http, Restful Apis And Real-Time Transport Protocol (RTP) \\r\\n• Experience With SBCs, PRI, CAS And Other Voice TDM Technologies \\r\\n• Understanding Of Network Routing, Switching, UCS, Vmware \\r\\n• You Possess Good Communication (Written And Verbal), Presentation, Listening, Teamwork, Demonstration And Consulting Skills \\r\\n• Escalation Handling Skills For Priority 1 & 2 Incidents \\r\\n• Expert Knowledge On: CUCM, Gateway Protocols, Jabber And IM&P \\r\\n• Expertise In: CUCM Trace Reading, Jabber PRT Logs, IMP Trace Reading, GW Debugs \\r\\n• Added Advantage If CCIE Voice Or Collab Certification \\r\\n• Scripting, Python, And/or Other Scripting Experience Can Be A Benefit \\r\\n• Linux Shells And Tools, Git Code Repositories, Infrastructure-As-Code

Other Requirements

Other Requirement : • Effective written and verbal communication and interpersonal skills \\r\\n• Ability to function effectively in demanding circumstances \\r\\n• Shares information and communicates clearly with team members to improve team effectiveness \\r\\n• Encourages and accepts feedback.