Voice Cloud Support Engineer

  • Location:
    Krakow, Poland
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
    Cloud and Data Center, Collaboration, Video, Networking, Security, Service Provider
  • 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.

Who We Are

Cisco seeks talented Engineers to join the Voice Cloud Support Operations Team in CMS (Cisco Managed Services). 

The ideal candidate will have (equivalent of) NOC and/or TAC experience, Technical skills corresponding to CCNP/CCVP level, outstanding customer skills and a very strong desire to learn and develop technically. Strong working knowledge in IP Telephony is required. 

Who You’ll Work With

In this role you will gain insight into the detailed functionality of Cisco products, with particular emphasis on Cisco Collaboration portfolio and Cloud Transformation processes. You will be exposed to all of CMS services and technologies and will have a significant influence in driving improvements. 

What You’ll Do 

* Analyze, configure and troubleshoot networks with mixed media and protocols. 

* Effectively create and utilize lab setups to duplicate and solve problems, validate planned changes to software and hardware design. 

* Provide remote troubleshooting support to resolve UC related issues

* Follow-through on all UC Incident tickets assigned to your bin and their resolution

* Engage AS and TAC for assistance on RMAs and complex issues support

* Coordinate field services as needed for onsite support

* Follow the defined communication procedures for incident updates

* Strictly adhere to processes related to tickets update with meaningful and correct notes

* Respond to network management system alarms according to established processes

* Priority support for identified key customer functionalities and escalations

* Effectively work with cross-functional teams to resolve major customer issues. 

* Drive for continuous learning, results orientation and teamwork. 

Who You Are

* You have a willingness to learn Voice&Video Technology based on Cisco and 3rd party products: CUCM, Voice Gateways, CUC, UCCE/UCCX. 

* Knowledge of IP Telephony/Video, and Telecom technologies

* Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction. 

* Excellent written and verbal communication, interpersonal and presentation skills. 

* Proven crisis management and leadership skills 

* Proven planning, prioritization and organization 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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Voice Cloud Support Engineer

Cisco Systems Inc.

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