Customer Support Engineer

  • Location:
    Bangalore, Karnataka, India
  • Additional Location(s)
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
  • Job Id
What You'll Do

You will be the face of cisco to our global enterprise customer around the world. You will be responsible for making sure that all customer queries, issues and changes are taken care as per the service levels.
you will be responsibities will be as follows.
* 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
* Work with Incident manager and Escalation engineer to resolve complex issues

Who You'll Work With

CMS teams provides day2support to some of cisco primium customers .

The team is targeted to assist SP and Enterprise customers to drive key values and outcomes, including OPEX reduction, Agility and end user satisfaction.There are multiple team which are highly specialized to make sure we acheive those targets .

Who You Are

* Bachelor's or Master's degree in engineering (Computer Science, Electrical Engineering, Telecommunications)
* Minimum 3 years of related experience involving customer exposure element in Collaboration Technologies area
* Good technical foundation in networking is required, ideally CCNP or above (CCIE is a preferred)
* Knowledge in Telepresence (VCS, TMS, MCU)
* Knowledge in other technologies/products, experience and certifications are a plus
* Fluent English
* Passion and demonstrated ability to learn and work in a multicultural team environment
* Ability to drive to achieve goals with limited supervision
* Proven crisis management skills
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 CIMC 

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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