1+ months

1267209- Cisco Managed Services, NOC - Collaboration Engineer

Cisco Systems Inc.
Carolina Shores, NC 28467
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Cisco Managed Services (CMS) is seeking a hardworking engineer to support a global financial customer, operating in 68 countries globally. This is a remote support position located in North Carolinas Research Triangle Region, specifically RTP.

Top candidates will have NOC and/or TAC experience, technical skills equivalent to a CCNP Collaboration level, profound customer service mentality and a very strong desire to learn and develop technically. Strong working knowledge in Routing, Switching and IP Telephony is required. The ability to converse fluently in Spanish is highly desired.

Responsibilities include:

  • Ability to analyze, configure and solve large complex networks with mixed media and protocols.
  • Effectively utilizes complex lab setups to duplicate and solve problems and 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 Level 2 bin and their resolution; move complex issues from Level 1 to Level 2 bin
  • Engage AS and TAC for assistance on RMAs and complex issue support
  • Coordinate field services as needed for onsite support
  • Follow the defined communication procedures for incident updates
  • Closely adhere to processes to update the tickets with meaningful and correct notes
  • Priority support for identified key customer employees and customer concerns
  • Effectively works with CS and multi-functional teams to resolve customer issues.
  • Commit to continuous learning, results orientation and teamwork.

Skill Required

  • Strong leadership skills.
  • Strong working knowledge of Routing, Switching, IP Telephony, and Telecom technologies (including experience dealing with carriers).
  • Able to determine problems and deliver solutions with a high level of customer satisfaction.
  • Excellent written and verbal communication, interpersonal and presentation skills.
  • Ability to function effectively in ambiguous circumstances.
  • Shares information and communicates clearly with team members to improve team effectiveness. Encourages and accepts feedback.
  • Validated crisis management and leadership skills
  • Confirmed planning, prioritization and organization skills.

Educational Background Recommended

Typically requires BS in a technical field (CS/EE/IT preferred) or equivalent plus 1-3 years related experience in supporting IPT or Collaboration technologies. CCNP Collaboration desired.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

Posted: 2019-07-01 Expires: 2019-09-02

Cisco Systems Inc.

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1267209- Cisco Managed Services, NOC - Collaboration Engineer

Cisco Systems Inc.
Carolina Shores, NC 28467
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