TECHNICAL CONSULTING ENGINEER - Cloud TAC

  • Location:
    Bangalore, India
  • Area of Interest
    Engineer - Network
  • Job Type
    Professional
  • Technology Interest
    Collaboration, Video
  • Job Id
    1313232

What You'll do

Technical Services is team of world-class technical experts whose #1 focus is to help customers deploy and operate their networks optimally while delivering the best possible customer experience. Our success is validated through outstanding business outcomes for our customers and partners including industry recognition and high level of employee engagement. The Cloud Support Organization within Technical Services

continue to drive industry-leading Cisco solutions and assist our customers migrating to software, cloud and XaaS.

Who you'll work with

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.

Role & Responsibilities

Support Cloud and Hybrid Products: Cisco WebEx, Jabber IM (Cloud), CMR Cloud and Hybrid, Spark Services (Call, Message, Meet), hybrid services and along with phone and conferencing end points connected to the cloud.

Provide highest-level technical support to help resolve complex customer problems from on-prem 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 created and available for use.

Innovate – Identify and work with 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.

Coach and mentor others to help them advance in their career.

Participate in delivering and exceeding customer service level commitments.

Required

Typically requires Bachelor of Engineering/Technology/BSc in a technical field or equivalent plus 2 to 5 years related experience.

At least 2 – 3 years’ experience in support of Cisco Unified Communications or Business Video Solutions.

Troubleshooting experience and knowledge of VOIP/Video signaling

Understanding of WebEx - Cloud application services, or Software as a Service (SaaS).

Ccna

Good understanding of call control protocols

Hands On Experience - Log Analysis (SIP/PRT/Wireshark/Http log/Fiddler)

Strong written, verbal and presentation skills

Desired Skills

CCNP, CCIE in collaboration will be helpful

Minimum of 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.

Cucm

Telepresence (VCS Expressway, VCS controller, TMS, Conferencing, TPS)

Protocols (SIP, RTP, DTMF, SAML, SMTP)

Web Proxy

Web API

Ability to provide leadership across entire teamwork 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

Why Cisco

At Cisco, each person brings their different 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.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

#WeAreCisco.

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