Customer Support Engineer - Cloud Collaboration Otro

de Empresa en Estado de Mexico
Publicado el 12-09-2016 en Otros

Additional Location(s) or Information:

Job Category: Customer Service
Level of Experience: Experienced – Non Manager
Requisition #: S1017419
Job title: Customer Support Engineer Cloud – Collaboration
The Business Entity
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. Cisco’s
Technical Assistance Center (TAC) is aligned to the GTC’s three geographic
regions; together, they form one global, borderless TAC.
The Team
The Cloud Collaboration team provides second/third level technical support for
Cloud / Hybrid (Spark Services) solutions and cloud enabled end point products
on a worldwide basis via phone, email, web and remote access. Provide
consultation to independently troubleshoot & debug solutions for Cisco
customers, partners, account teams along with collaborating with other TAC
engineers to resolve issues.
Role & Responsibilities
– Support Cloud and Hybrid Products: Spark Services (Call Message, Meet),
hybrid services and along with phone and conferencing end point connected to
the cloud.
– Provide highest-level technical support for TAC engineers to help them
solve complex customer problems from on-prems 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 and TAC engineers to effectively
troubleshoot the product/solution is created and available for use.
– Innovate – work with TAC engineers to enhance tools, script automation, or
other activities that will help the TAC engineer to work more efficiently and
solve problems quickly.
– Coach and mentor others to help them advance in their career.
Desired Skills
CCIE Collaboration highly desired
– Skilled understanding of:
o Networking – Routing Switching (TCP/QoS)
o Microsoft Solutions ( Exchange, Active Directory)
o Microsoft (IIS, SQL), VMWare, Linux, SSL Certs,
o Telepresence (VCS Expressway, VCS controller, TMS, Conferencing)
o Protocols(SIP, RTP, DTMF, SAML, SMTP)
o Web Proxy
* Experience with
o WebEx (Meeting Center, Productivity Tools, TSP Integration)
o General Telepresence Endpoint
o CUCM fundamentals
* Ability to provide leadership across entire collaboration solution to lead a technical team to find and resolve customer issues
* Lead by example, mentor, and train others
* Ability to work with Engineering architects to influence serviceability and usability design
About 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.
Keywords: Cloud-Collaboration Customer Support Engineer.
Job Type: Experienced
Opportunity Category: Cloud, Video, Collaboration

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