1202132 - Customer Support Engineer, Cloud & Managed Services
Location:RTP, North Carolina, US
Area of InterestTechnical Support
Technology InterestCloud and Data Center
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.
Understanding of CUBE
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.
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.