What You’ll Do:
* As a team member your responsibilities include Analyse, configure and troubleshoot large complex networks with mixed media and protocols.
* Effectively create and utilize complex lab setups to duplicate and solve problems, validate planned changes to software and hardware design.
* Build relationship with customer to understand in a better way their networks to provide quicker and more effective results to their requests.
* Establish Technical Relationship to support customer network operations.
* Possess detailed knowledge of customer network, critical sites, operating procedures as agreed upon with customer.
* Customer-specific designated support at network level to resolve and debug complex networking problems.
* Proactively monitor and review the progress of all customer cases and engage as necessary.
* Effectively work with cross-functional teams to resolve major customer issues.
* Drive for continuous learning, results orientation and teamwork.
Who You’ll Work with:
Technical Services at Cisco is a team of world-class experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Your career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!
Cisco Cloud & Managed Services (CMS) group seeks a Customer Support Engineer with expertise in Routing & Switching, Service Provider Technologies. As a Customer Support Engineer in our world-class 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, solving and preventing the recurrence of technical issues. You will solve our customers toughest problems, ensuring that our customers get expected business outcomes, providing a superior customer experience.
You will also receive extensive training and development both technical and leadership/customer skill areas.
The team is 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. ‘Work hard, play harder’ is the motto of the team.
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 bring great value to the table.
Our team has global presence located in 2 US centers, 3 centers in EMEA and 2 India centers.
Who You Are:
Minimum Qualifications
* Requires BE/BTech degree with 3+ years of related experience in IT industry.
* Hands on experience with Cisco Voice/Video technologies.
* Customer Support/Managed Services Experience (4+ years).
* Proficient with technologies such as Cisco Unified Communications Manager, Multi Services, Gateways, Cisco Unity Connection, Telepresence, Jabber, Cisco Unified Presence, SME, Virtualization etc.
* IP Telephony protocols like SIP, H323, MGCP, RTP, RTCP, VXML, and different Codecs.
* Solid Communication Skills (Written/Verbal/Presentation). Solid team player
* Flexibility in working hours as some migrations will require weekend and after hours work.
* Ability to grasp complex design concepts quickly and be able to provide the right solutions to the clients.
* Ability to troubleshoot implementation problems during migrations.
Desired Skills
* Typically requires BE/BTech degree with 3+ years of related experience.
* Managed services background preferred.
* CCNP Voice or Collaboration desired.
* Fluency in soundness disciplines (availability, security, etc.) and operational disciplines (systems management, change management, etc.).
* Proven track record in an industry or horizontal solution area.
* Ability to solve problems with innovative ideas. Assume complete ownership with regards to the engagement with client and stakeholders
* Understanding of ITIL Framework


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