Premium HelpDesk Support Engineer - Graduate - CX Poland

  • Location:
    Krakow, Poland
  • Area of Interest
    Engineer - Network
  • Job Type
    New Graduate
  • Technology Interest
    *None
  • Job Id
    1303982

ROLE OVERVIEW


Key details:

  1. Work week: 40 hrs (workdays will/may include weekends/holidays)
  2. Working shifts during EMEA hours 
  3. Training will be delivered

The Tier 1 Engineer is responsible for providing support to for Cisco Cloud based products. As the first point of contact at Cisco, the Tier 1 Engineer will represent the Cisco Brand Promise by delivering a low effort experience and driving a complete resolution of the requestors’ needs. The Tier 1 Engineer will support customers, partners and Cisco employees through a variety of channels such as phone, email and chat. Complex and out of scope work will be passed quickly to the next level of support. As an employee self-motivation and team motivation is a critical component of any organization’s success. Whether you call it internal drive, grit, desire, or just commitment to getting the job done, must be highly engaged with internal and external resources to drive a great customer experience and resolution.

 

Job Description:

  • Handling and driving to resolution of Tier 1 inbound requests coming from different channels (phone, chat, email / web) and on different platforms
  • Documenting interactions and collecting necessary logs from customer’s network when necessary
  • Ability to work with guidelines rather than step by step instructions
  • Ability to adapt the support they provide to the specific requests and communication of the Customer
  • Using training and lab sessions effectively and doing research frequently on different platforms
  • Troubleshoot issues on latest Windows & MAC OS; mobile platforms like Android & IOS
  • Understanding of basic networking concepts such as NAT, DHCP, DNS, VPN, DDNS, Static
  • Understanding of basic Routing concepts such as, VOIP, Port Forwarding, Port Triggering, Firewall
  • Basic knowledge of SSO, and APIs
  • WebEx & Jabber & Spark

Behavior & Traits

  • Confident individual, continuously looking to drive accurate and timely resolution and deliver a low effort customer experience. The Tier 1 Engineer is:
  • Great listener, ensures thorough understanding of the support request, remaining calm in stressful situations 
  • Ability to work with limited supervision & be a quick learner
  • Decisive, identifying root cause and going beyond initial symptoms, thinking strategically
  • Focused on outcome ensuring a satisfactory resolution for the customer
  • Learns rapidly and eagerly, understanding customer and business needs
  • Confident, self-driven and inspire others to excel
  • Contribute in our effort to reduce complexity by generating new ideas/solutions
  • Proactive and open to share information and continuously seek what is best for the customer


Core Skills:

  • Excellent problem-solving skills
  • Empathy and related soft skills to build customer rapport for an effectively controlled interaction
  • You are a recent university graduate or on your final year of studies towards Bachelor's or Master's degree in a technical field, like Networking, Computer Science, Electrical Engineering or a similar field (graduating in 2021, or who have already graduated in 2019-2020)

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