Customer Support Engineer (Video)

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

* Provide second line consultation to independently debug complex IP Telephony problems.
* Provide systems/product training to Tier 2 team.
* Acts as a focal point for large account network problem resolution.
* Acts as a technical expert and is a go-to resource for the team.
* Provides support on a world-wide basis to all CMS customers.
* This CSE role supports reactive case handling for Cisco's largest SP and Enterprise customers with Cisco IP Telephony technologies (Cisco Communications Manager, Cisco Unity systems, other Cisco Communications products including; Call Manager Express, Cisco Unity Express, etc.).
* Typically reports to Mgr, Technical Support.
* Collaborates with lower level CSE's, VARs, OEMs & end-users & internal engineering departments.
* Works on problems of diverse scope where analysis requires evaluation of identifiable factors.
* Supervise and Guide Tier 2 team in case of 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 achieve those targets

Who You Are

Required Skills:

* Typically requires BS CS or related degree (or equivalent experience) plus 6-8 yrs relevant experience
* Extensive call manager and call flow trouble shooting experience
* Significant IP Telephony experience
* Extensive knowledge on IM& presence, Unity and .
* In depth knowledge of installing, supporting, and troubleshooting Cisco IP Telephony products and Communications solutions
* Extensive IP Networking experience
* Knowledge of Networking industry, products and protocols
* Intermediate understanding of Datacenter technology.

Desired Skills:

* Strong 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 analytical skills--will be utilized often as this position covers all Cisco IP Telephony technologies.
* Deep understanding of TCP/IP--IP knowledge is critical as it is the foundation for most IP Telephony technologies.
* Working knowledge of handling network down situations--This role will be handling S1/S2 Service Requests with limited supervision.
* Ability to drive 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 of IP Telephony protocols, proficient with QoS on Cisco platforms, and thorough understanding of Cisco's product line.
* You are highly motivated and self-driven, and can work with minimal supervision.
* Good organizational skills. The position requires that the CSE is able to prioritize his/her workload and manage customer dedications.
* Cisco Voice CCIE certification and/or current Cisco CCVP.

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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