1202132 - Customer Support Engineer, Cloud & Managed Services

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

Who You’ll Work With

Digital Transformation Requires Rapid Change. Cisco Cloud and Managed Services Juggles Issues so IT Can Focus on Business Outcomes

New disruptive technologies have arrived, and businesses strive to maintain their legacy infrastructure while building new and innovative digital offerings. Businesses are required to respond to these new digitization opportunities and growth in real time.

Cisco® Cloud and Managed Services is the trusted partner that enables customers to manage their networks in the cloud and on the premises while dynamically responding to digitization opportunities and preparing for the future.

What You’ll Do

Who You Are

  • 2.5+ years of experience in advanced technical support

  • Cisco Certified Network Associate certification required

  • Cisco Certified Network Professional or Voice Collaboration certification preferred

  • Possess the ability to think analytically while working in a high-volume work environment

  • Able to easily communicate complex concepts and instructions to non-technical end-users

  • Possess knowledge and understanding of network designs and concepts

  • Able to apply technical knowledge to troubleshoot and isolate VoIP Issues

 Required Knowledge/Technical Skills

  • Intermediate level experience in handling Cisco IP telephony Network Infrastructure.

  • Basic Understanding of concepts: OSI and TCP/IP Model, VTP, STP, Ether channel, HSRP, Routing Protocols .etc.

  • Intermediate understanding of switching – VLAN, Voice VLAN, Inter Vlan routing, PoE etc.

  • Basic Understanding of UCS machines, ESXi and CIMCIntermediate/Expert understanding of the following Cisco Unified Communication ProductsCUCM 7.x, 8.x and above

  • Cisco Unity Connection

  • Cisco Unified Communication Express & Cisco Unity express

  • Cisco Voice Gateways (ISR Routers and Analog gateways)

  • Gateway protocols: H323, SIP, MGCP

  • Trunks, E1/ T1(CAS, CCS), FXS /FXO etc.

  • Gatekeepers

  • Understanding of CUBE

Key Skills

  • Excellent Voice and Communication Skills.

  • Global orientation and Process oriented.

  • Ability to stay focused and Open to work in night shifts

  • Proactive Monitoring of alarms and incident cases.

  • Managing Phone Queues.

  • Incident tracking to ensure continuity across shifts.

  • Coordination of communication bridges during major outages.

  • Work with multiple vendors/teams as required to drive issues to resolution.

  • Execute changes and tasks as assigned per defined procedures.

  • Follow proper documentation procure on incidents and adhere to defined SLA/SLOs

  • Use Lab to recreate scenarios to provide solution to issues.

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

We Are Cisco.

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