Customer Support Engineer. Collaboration Technologies

  • Location:
    Krakow, Poland
  • Additional Location(s)
    N/A
  • Area of Interest
    Engineer - Network
  • Job Type
    Professional
  • Technology Interest
    Networking, Security
  • Job Id
    1220924
New
  • Who You'll Work With

    Cisco Poland is looking for outgoing individuals who have a passion for technology to join our team as a Customer Support Engineer (engineer of Technical Assistance Center, TAC) in Krakow, Poland.

    If you are willing to develop your career in our cutting-edge technology environment, you enjoy working in a multicultural and multinational organization and wish to intensely learn and acquire new skills and competencies; we sincerely encourage you to place your application for the position of Customer Support Engineer.

    This team is an exciting, self-driven group of the industry’s top talent. Our work influences the way the organization considers service delivery and we constantly challenge the status quo of excellence!

    Cisco Krakow TAC seeks a TAC Engineer specialized either in Communications Technologies or Contact Center/IP Telephony experience to be part of the Technical Assistance Centre and to join some of the industry's brightest minds in developing and deploying today's most advanced Collaboration technologies.

    In this role, you will gain insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain. This is a great opportunity for someone with patience and empathy to make an impact on our customers. This is a great opportunity to advance their career providing value to customers while working as an industry leader in networking technology.


    What You'll Do

    This position of Customer Support Engineer in Communications Technologies/Unified Contact has the following responsibilities:
    • Provide phone/email consultation to independently debug complex customer problems with Cisco communications and collaboration solutions.
    • Act as a level focal point for multi-cluster’ problem resolution.
    • Support proactively case handling for Cisco's largest SP and Enterprise customers with Cisco UCC technologies (Cisco Unified Contact Center, Unity etc.)
    • Report to Manager of Technical Support and interface with other TAC engineers, software developers, solutions architects and end-users.
    • Work on problems of diverse scope where troubleshooting requires a root cause analysis.

    Who You Are

    Minimum Qualifications:

    • Typically requires Bachelor’ Degree or related (or equivalent experience) plus 2-4 yrs. relevant experience significant Voice technologies or Contact Center/IP Telephony experience.
    • Fluent English, other languages are welcome
    • Good technical foundation in networking (CCNA Collaboration level or above); CCNP/CCIE or equivalent level industry certification preferred.
    • In depth knowledge of installing, supporting, and troubleshooting call center products and/or Unified Communications solutions
    • IP Networking experience: knowledge of networking industry, products and protocols and other market solutions.

    Desired Skills:


    • Strong writing and documentation skills - to be utilized for case management, knowledge capture, defect management and Trainings.

    • Excellent verbal communication skills - these skills are essential for this engineering role as most of the work being done is through the phone.


    • Very strong Problem Solving skills


    • Understanding of TCP/IP - IP knowledge is critical, as it is the foundation for most IP Telephony technologies.


    • Stress resilience and working knowledge of handling network down situations


    • Ability to drive lab recreates remotely - many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolve.


    • Engineer should have experience and knowledge either of Communications Technologies or IP Telephony protocols, and thorough understanding of Cisco's product line.


    • Must be highly motivated and self-driven. Must be able to work with minimal supervision.


    • Good organizational skills. The position requires that the engineer is able to prioritize his/her workload and manage customer commitments.


    • Strong teamwork and collaboration skills. The our team relies on each engineer to communicate and collaborate often. This results in a very strong teamwork which has proven to be successful in driving Issues to Resolution quickly.


    • Ability to provides systems/product training and identifies improvement opportunities and recommendations in products and processes.

     

    • Keeps up-to-date with the latest technology products in his area of expertise in order to provide a high quality support

     

    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 inspiring 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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