The Cloud Services team provides 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. Provide consultation to independently troubleshoot & debug solutions for Cisco customers, partners, account teams along with collaborating with other TAC engineers to resolve issues.
What You'll Do · You will support Cloud and Hybrid Products: Cisco WebEx Meetings, WebEx Teams, Jabber IM (Cloud), CMR Cloud and Hybrid, hybrid services and along with phone and conferencing end points connected to the cloud. · You'll provide highest-level technical support to help resolve complex customer problems from on-prem to Cisco Cloud; · You'll engage with the Engineering Business Unit to influence the quality and serviceability of the products you support; · You will contribute to technical documentation (not included in the product documentation) that is needed by customers to effectively troubleshoot the product/solution is created and available for use; · You can innovate by identifying and working with your BU to enhance tools, script automation, or other activities that will enable the TAC engineer to work more efficiently and speed accelerate issue identification and resolution; · You will participate in delivering and exceeding customer service level commitments.
Who You Are
· You have a Bachelor's Degree in a technical field or equivalent field and relevant experience;· You have relevant experience in support of one or more of below: Unified Communications, Business Video Solutions, Contact Center, Routing & Switch, Telepresence, etc.· You can demonstrate and understanding of WebEx - Cloud application services, or Software as a Service (SaaS);· You have a good understanding of call control protocols;· You have hands on experience - Log Analysis (SIP/PRT/Wireshark/Http log/Fiddler);· Your written, verbal and presentation skills are superb;· CCIE Collaboration highly desired;· Ability to provide leadership across entire collaboration solution to lead a technical team to find and resolve customer issues;· Ability to work with Engineering architects to influence serviceability and usability design;· Skilled understanding of:o Networking - Routing Switching (TCP/QoS)o Microsoft Solutions (Exchange, Active Directory, LDAP)o Microsoft (IIS, SQL), VMWare, Linux, SSL Certso Strong working knowledge and support experience of Microsoft Office, Windows, Mac OS, iOS, Android OSo CUCMo Telepresence (VCS Expressway, VCS controller, TMS, Conferencing, TPS)o Protocols (SIP, RTP, DTMF, SAML, SMTP)o Web Proxyo Web API Why Cisco #WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all. We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box! But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.) Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.
Passion for technology and world changing? Be you, with us!