1+ months

Cloud Collaboration Incident Engineer- Tier 2

Cisco Systems Inc.
Poland, NY 14747
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This position is located in the beautiful Krakow or the Sunny Lisbon. Join our expert team in the #1 Great Place to Work

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.

Cisco seeks talented Engineers to join the Cloud Collaboration Operations Team in CMS (Cisco Managed Services). The ideal candidate will have (equivalent of) NOC and/or TAC experience, technical skills corresponding to CCNP Collaboration level, outstanding customer skills and a very strong desire to learn and develop technically. Strong working knowledge in IP Telephony realm is required. 

Who Youll Work With

In this role you will gain insight into the detailed functionality of Cisco products, with 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. You will be helping team to develop and implement automation mechanisms to improve and streamline daily repetitive tasks.

What Youll 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 PS 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. 
  • Work on developing automations and scripts that allow you to work faster and more efficiently
  • Help improve overall team quality by automating repetitive tasks and changes on the infrastructure

Who You Are

  • You have a willingness to learn Voice & Video Technology based on Cisco and 3rd party products: CUCM, Voice Gateways, CUC, CUCM IM&P, Expressways, Hybrid / Cloud Solutions
  • Have broad knowledge of IP Telephony & Video, and Telecom technologies used in Cloud / Hybrid Deployments
  • Can identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction. 
  • Are interested in optimization and automation of processes and task to improve efficiency
  • Have excellent written and verbal communication, interpersonal and presentation skills. 
  • Proven crisis management and leadership skills 
  • Proven planning, prioritization, and organization skills

Required Skills

        Basic understanding of Cisco IP telephony Network Infrastructure.

        Good knowledge of voice protocols SIP, MGCP, H.323, SCCP, ISDN

        Basic understanding of various logs and traces from Collaboration products CUCM, CUC, CUCM IM&P, gateways.

        Good understanding of various APIs, SDKs and protocols used for automation: AXL, REST, SOAP

        Ability to write scripts / programs in at least one language for example: Python, Java, Perl

        Ability to troubleshoot collaboration solutions covering multiple products and features under and drive incidents towards resolution

  • 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 planning, prioritization, and organization skills

        ITIL Foundation level knowledge

Desired Skills

        Preference for Cisco Certification: CCNP Collaboration, CCNP DevNet Collaboration Automation

        Other technology or product knowledge, experience or certifications in the following areas are a plus: Security, Routing, Switching, Programming skills (shell scripting, python)

        Preference for prior scripting, python, and/or Linux experience highly desired

        Data Center technologies including storage, virtualization (VMWare), and Cisco's Unified Computing System (UCS) 

        Understanding of Cloud and Automation technologies like Ansible, OpenFlow, NetFlow

        Understanding of Webex Technologies like Webex Hybrid, Webex Calling, Webex Meeting, Webex Teams

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

Posted: 2021-04-21 Expires: 2021-07-12
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Cloud Collaboration Incident Engineer- Tier 2

Cisco Systems Inc.
Poland, NY 14747
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