Customer Support Engineer - HCS Solution Support

  • Location:
    Krakow, Poland
  • Additional Location(s)
    Krakow, Poland - Belgium KORTRIJK
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
    Collaboration, Video
  • Job Id
What You'll Do

Technical Services is team of world-class technical 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.

Who You'll Work With

Do you like diving deep into complex solutions? In this team of highly qualified technical experts, you will continuously learn about the 
cutting-edge products from Cisco and partners. This team is a natural landing site for new innovative technical solutions related to the IoT market and very versatile by nature.

Role and responsibilities:

The successful candidate  will be responsible for providing technical support for Hosted Collaboration Solutions and Managed Voice Platforms for Service Providers. Specific focus on the Cisco collaboration product portfolio together with third party products.  The breadth and diversity of technology and cross team exposure in this role is second to none. The TAC is the first to be confronted by challenges and issues with new equipment and tools in the field. As such all roles have a technology learning curve that never ends whilst continuously working with our SPs and  AS teams knowing you are part of a team supporting some of the largest organizations.

Who You Are

All TAC members have strong fundamental UC technology skills. Prior exposure to Vision OSS BVSM, PGW and Movius IP Unity are desired but not essential. 

* Hands on experience in installing, configuring and troubleshooting Cisco Collaboration products including but not limited to Cisco Unified Call Manager, UC Applications, PGW, SBC, GateKeeper, Media Gateway
* Knowledge of dial plans on the Call Manager and PGW will be invaluable.
* Hands on experience in configuring and troubleshooting Vision OSS BVSM (HCS and HUCS) is desired.
* Hands on experience in configuring and troubleshooting Movius IP Unity is desired.
*  Experience in programming and scripting is a plus.
* With time you must become familiar with platform HLD (High Level Design) and LLD (Low Level Design) documents.

3. Applies analytical skills and technical knowledge to solve product and software problems of moderate to high complexity.
4. Acts as a technical expert and provides support on a world-wide basis.
5. Interacts across TAC (Technical Assistance Center) teams and development teams at peer level

Minimum Qualifications:
- Bachelor's, technical bachelor or equivalent foreign degree in Computer Science, Computer Engineering, Electrical Engineering or related field, combined with progressive relevant experience 
- Sound knowledge and experience within at least one of the areas above
- Cisco certification is a plus, but not mandatory. Other vendor's qualifications and experience are welcome.
- Experience in Python or other scripting languages is beneficial.
- Experience in Linux is beneficial
- Prior customer support experience is preferred.
- Fluent level of English

Desired Skills:
- 3-4 years working knowledge in a support environment 
- Strong analytical and troubleshooting skills.
- Experience in crisis management skills and ability to handle critical customer issues/problems.
- Able to determine problems and deliver solutions with a high level of customer satisfaction.
- Ability to determine root cause and resolution for previously unknown problems

#Ciscojobs; #CiscoTAC; 

Why Cisco
The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco..


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