Customer Support Engineer (Cisco TAC - Collaboration Team)

  • Location:
    Krakow, Poland
  • Additional Location(s)
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
  • Job Id

Cisco are always looking to identify talented people. If you are reading this posting then we may not have an open job right now, however it is highly likely we will in the future. If you are interested in working for Cisco in this capacity then please submit your details and CV or resume against this requisition so that when a suitable vacancy arises a Cisco representative can contact you directly.

We are currently recruiting for a post sales Customer Support engineer in the  “Collaboration” arena within our regional Technical Assistance Center.  Specifically we are hiring engineers to support our “Unified Communications and Collaboration” Product Line.

Who You’ll Work With
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.

What You’ll Do
The person will be responsible for providing second/third level  technical support for “Unified Communications and Collaboration” Solutions to Cisco's customers and partners. Workload is high but the breadth and diversity of technology exposure is second to none. The TAC is the first to be confronted by challenges and issues with new equipment and tools in the field. As such all roles have a technology learning curve that never ends.
● Provide technical support to partners and/or customers for Cisco technologies, products, and/or solutions.
● Resolving moderately to highly complex technical problems, depending on the customers' need.
● Simulate technical problems in lab environment.
● Share knowledge with other people in writing technical documents and enlarge the knowledge database.
● provide internal and/or external technical presentations (cross-training).

provide internal and/or external technical presentations (cross-training).

Applies analytical skills and technical knowledge to solve product and network problems of moderate to high complexity.

Provides technology/product training and intellectual property material as required.

Acts as focal point for large account network problem resolution.

Submits complete and correct bug reports in area of expertise.

Interacts across TAC teams and development teams at peer level.

Acts as a technical expert and provides support on a worldwide basis.


Who you are

Minimum qualifications:
● Typically requires BS/BA degree or equivalent in Engineering and/or IT areas
● At least 5 years’ experience in either Deployment (designing, installing, configuring) or support of Cisco Unified Communications or Business Video Solutions
● CCNP or CCIE Voice/Collaboration
● Good understanding of:

-          Cisco Unified Communications Manager

-          Applications: Unity Connection (CUC), Presence (IM&P)

-          Call control protocols and Voice Gateways (SIP, H.323, MGCP)

-          Cisco Telepresence (VCS, TMS, CTMS, CTS-Manager, Video Endpoints)

• UCCE (Contact Center ENTERPRISE) knowledge is a distinct plus

• Other technology or product knowledge, experience or certifications in the following areas are a plus: voice, Microsoft, Linux

•  Ability to communicate in English effectively both verbally and in writing 

• Passion and demonstrated ability to learn and work in a multicultural team environment
• Ability to work independently and in a team in order to achieve common goals
• Analytical skills

Why Cisco?

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.

Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco




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Customer Support Engineer (Cisco TAC - Collaboration Team)

Cisco Systems Inc.

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