- Entry level
- No Education
- Salary $18,000.00 - $30,000.00 unpaid work
- RTP, NORTH CAROLINA, US
What You'll Do
As a Technical Consulting Engineer on the Cloud Services team you will provide second/third level technical support for Cloud/Hybrid solutions and cloud enabled end point products on a worldwide basis via inbound/outbound phone calls, email, web and remote access.
Who You'll Work With
Our Cloud Support Organization within Customer Experience drives industry-leading Cisco solutions and assist our customers migrating to software, cloud and XaaS. You will also provide consultation to independently troubleshoot & debug solutions for Cisco customers, partners, account teams along with collaborating with other TAC engineers to resolve issues.
Who You Are
You are a customer focused engineer with the desire to join a team of extraordinary technical specialists whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. You will support: Jabber IM (Cloud), CMR Cloud and Hybrid, Webex Services (Call, Message, Meet), Webex Teams Hybrid Services and along with phone and conferencing end points connected to the cloud.
Role & Responsibilities
Provide the highest-level technical support to help resolve complex customer problems from on-premise to Cisco Cloud.
Engage with the Engineering Business Unit to influence the quality and serviceability of the products you support.
Ensure that technical documentation (not included in the product documentation) that is needed by customers to effectively troubleshoot the product/solution is crafted and available for use.
Innovate – Identify and work with BU to improve tools, script automation, or other activities that will enable the TAC engineer to work more efficiently and speed accelerate issue identification and resolution.
Coach and mentor others to help them advance in their career.
Exceeding customer service level commitments.
You have 2 – 3 years’ experience in support of Cisco Unified Communications or Business Video Solutions.
Understanding of Webex - Cloud application services, or Software as a Service (SaaS).
Deep understanding of call control protocols
Hands On Experience - Log Analysis (SIP/PRT/Wireshark/Http log/Fiddler)
Strong written, verbal and presentation skills
BS in a technical field or equivalent plus 2 to 5 years related experience.
CCNA, CCNP, CCIE Collaboration helpful
3 years of experience supporting SaaS solutions, enterprise applications, solutions and/or collaboration infrastructures is required. “Real time” service support environment experience is highly desired.
Skilled understanding of:
Networking – Routing Switching (TCP/QoS)
Microsoft Solutions (Exchange, Active Directory, LDAP)
Microsoft (IIS, SQL), VMWare, Linux, SSL Certs
Strong working knowledge and support experience of Microsoft Office, Windows, Mac OS, iOS, Android OS.
Cisco Unified Communications Manager
Telepresence (VCS Expressway, VCS controller, TMS, Conferencing, TPS)
Protocols (SIP, RTP, DTMF, SAML, SMTP)
Experience with Web API & Web Proxy
Provide leadership across entire collaboration solution to lead a technical team to find and resolve customer issues
Mentor and train others
Partner with Engineering architects to influence serviceability and usability design
At Cisco, each person brings their unique talents to work as a team and make a difference.
Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
We connect everything – people, process, data and things – and we use those connections to change our world for the better.
We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.
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About the company
At Cisco, transforming the way people work, live, play and learn also includes being a great place to work. For 17 years, we’ve been named a Fortune 100 Best Place to Work, one of a handful of companies included on the list since its inception. And, we are among 25 companies acknowledged as a world’s best multinational workplace.
We’re proud of this recognition because it means, at Cisco, you will enjoy working flexibly, using our own market-leading collaboration technology to drive innovation; taking advantage of numerous health and wellness resources; pursuing exciting career opportunities, and participating in programs to help your local communities or fulfill philanthropic interests. And, you’ll be doing all of this while being part of a global team that is making a positive difference in the world.
Learn why Cisco is a great place to work and what we offer you.