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. • Ensuring Post-Review Of Priority 1/2 Incidents • Following Defined Escalation Path When Needed • Identifying Incidents Which Need Special Attention Or Partner Concern • Handling Major Incidents • Demonstrate Analytical And Problem Solving Skills • Demonstrate Ability To Execute And Perform Timely Follow-Up To Ensure Customer Satisfaction • Ability To Prioritize And Lead Multiple Efforts At Once, While Working In A High Stress Environment • Operate And Support Of Collaboration Systems Using Cisco Products And Services • Triage, Solve And Fix Complex Product Issues While Delivering RCA • Serve As Tier 3 Escalation Point From Support Staff • Build And Maintain Documentation For Support And Troubleshooting • Work With TAC Teams On Complex Issues For Finding RCA • Leading CMS Team, Driving Customer Bridges From The Technical Standpoint Minimum Qualifications – • BE Or B.Tech Degree Required • Knowledge Of ITIL Framework • You Have More Than 8-10 Years Of Proven Experience In Large SMB And/or Enterprise Networks\\\\r\\\\n\\\\r\\\\n• Minimum 8+ Years Experience In Cisco UC/Voice Collaboration • Expertise And Hands On Technical Experience With The Cisco Collaboration Portfolio Including Unified CUCM, Expressway, CUBE, IP Phones, Jabber And IM & Presence. • Expertise And Hands On Technical Experience With IP Communications Signalling And Media Protocols, Including Session Initiation Protocol (Sip), H.323, Xml, Http, Restful Apis And Real-Time Transport Protocol (RTP) • Experience With SBCs, PRI, CAS And Other Voice TDM Technologies • Understanding Of Network Routing, Switching, UCS, VMware • You Possess Good Communication (Written And Verbal), Presentation, Listening, Teamwork, Demonstration And Consulting Skills • Escalation Handling Skills For Priority 1 & 2 Incidents • Expert Knowledge On: CUCM, Gateway Protocols, Jabber And IM&P • Expertise In: CUCM Trace Reading, Jabber PRT Logs, IMP Trace Reading, GW Debugs • Added Advantage If CCIE Voice Or Collab Certification • Scripting, Python, And/or Other Scripting Experience Can Be A Benefit • Linux Shells And Tools, Git Code Repositories, Infrastructure-As-Code Preferred Qualifications: • Effective written and verbal communication and interpersonal skills • Ability to function effectively in demanding circumstances • Shares information and communicates clearly with team members to improve team effectiveness • Encourages and accepts feedback.
Key Responsibilities
Job Responsibilities : • Ensuring Post-Review Of Priority 1/2 Incidents • Following Defined Escalation Path When Needed • Identifying Incidents Which Need Special Attention Or Partner Concern • Handling Major Incidents • Demonstrate Analytical And Problem Solving Skills • Demonstrate Ability To Execute And Perform Timely Follow-Up To Ensure Customer Satisfaction • Ability To Prioritize And Lead Multiple Efforts At Once, While Working In A High Stress Environment • Operate And Support Of Collaboration Systems Using Cisco Products And Services • Triage, Solve And Fix Complex Product Issues While Delivering RCA • Serve As Tier 3 Escalation Point From Support Staff • Build And Maintain Documentation For Support And Troubleshooting • Work With TAC Teams On Complex Issues For Finding RCA • Leading CMS Team, Driving Customer Bridges From The Technical Standpoint
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.
Skill Requirements
Skill Requirement : • Minimum 8+ Years Experience In Cisco UC/Voice Collaboration • Expertise And Hands On Technical Experience With The Cisco Collaboration Portfolio Including Unified CUCM, Expressway, CUBE, IP Phones, Jabber And IM & Presence. • Expertise And Hands On Technical Experience With IP Communications Signalling And Media Protocols, Including Session Initiation Protocol (Sip), H.323, Xml, Http, Restful Apis And Real-Time Transport Protocol (RTP) • Experience With SBCs, PRI, CAS And Other Voice TDM Technologies • Understanding Of Network Routing, Switching, UCS, VMware • You Possess Good Communication (Written And Verbal), Presentation, Listening, Teamwork, Demonstration And Consulting Skills • Escalation Handling Skills For Priority 1 & 2 Incidents • Expert Knowledge On: CUCM, Gateway Protocols, Jabber And IM&P • Expertise In: CUCM Trace Reading, Jabber PRT Logs, IMP Trace Reading, GW Debugs • Added Advantage If CCIE Voice Or Collab Certification • Scripting, Python, And/or Other Scripting Experience Can Be A Benefit • Linux Shells And Tools, Git Code Repositories, Infrastructure-As-Code
Other Requirements
BE Or B.Tech Degree Required • Knowledge Of ITIL Framework • You Have More Than 8-10 Years Of Proven Experience In Large SMB And/or Enterprise Networks