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Technical Consulting Engineer (Tier 3) - Collaboration (8Yrs plus)

Cisco Systems Inc.
Bengaluru, KA 560002
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Job Description


What You'll Do

The Cisco CMS Cisco Managed Services team is looking for a Customer support Engineer to help us tackle problems in the Collaboration Technologies space. In this role, you will build, operate and support a variety of Collaboration Solutions. If using the latest technology makes your day, help us build new solutions through iteration, hands on design, and augmentative automation. Threaded through everything we do is a culture favouring a bias towards action, impact on products and learning the new you make this culture a reality.

  • Operate and Support of Collaboration systems using Cisco products and services.
  • Triage, Solve and Fix complex product issues while delivering RCA.
  • Serve as Tier 3 Escalation Point from Support Staff
  • Build and Maintain Documentation for Support and Troubleshooting
  • Work with TAC teams on complex issues for finding RCAs
  • You will communicate to internal business entities, features, functionality and capabilities they would need to address current and future customer requirements.
  • Leading CMS team, driving customer bridges from the technical standpoint


Who You'll Work With


Cisco Managed Services (CMS) organization seeks a Collaboration Support Engineer to join a team of smart, skilled and hardworking engineers supporting strategic accounts. This is an outstanding opportunity for someone with persistence and an insightful view of the customer to hone their skills and advance their career supplying to customers while working with an industry leader in technology. The successful candidate will have a track record and desire to excel at both technical issue resolution and customer management.



  • Assign unresolved Incidents to appropriate Tier 1/2 Support Group.
  • Keep users advised about their Incidents status at agreed intervals.
  • Own all Incidents and Service Requests throughout the lifecycle.
  • Ensuring post-review of Priority 1/2 incidents.
  • Following defined escalation path when needed, as defined in the partner concern matrix.
  • Advising the participants in the Incident Management process when standards and procedures are not being followed
  • Rerouting misdirected incidents that have not been handled in a timely manner
  • Identifying incidents which need special attention or partner concern
  • Handling major incidents
  • Demonstrate analytical and problem solving skills
  • Demonstrate ability to execute and perform timely follow-up to ensure customer satisfaction
  • Ability to prioritize and manage multiple efforts at once, while working in a high stress environment


  • BE or B.Tech Degree required.
  • Knowledge of ITIL framework.
  • You have more than 8 years of experience in large SMB and/or Enterprise networks.
  • Strong IT background
  • Expertise and hands on technical experience with the Cisco collaboration portfolio including Unified CM, Expressway, CUBE, IP Phones, Jabber and IM & Presence.
  • Expertise and hands on technical experience with IP Communications signalling and media protocols, including Session Initiation Protocol (SIP), H.323, XML, HTTP, RESTful APIs and Real-time Transport Protocol (RTP).
  • Experience with SBCs, PRI, CAS and other voice TDM technologies
  • Understanding of Network Routing, Switching, UCS, VMware
  • You possess strong communication (written and verbal), presentation, listening, collaboration, demonstration and consulting skills
  • Escalation handling skills for Priority 1 & 2 incidents.
  • RCA writing skills for major outages

Good to have Knowledge:

  • Scripting, Python, and/or other scripting experience can be a value add
  • Linux shells and tools, Git code repositories, infrastructure-as-code
  • Using automation to expand your impact and drive DevSecOps


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 benefit everyone - We do all of this while targeting for a culture that empowers every person to make a difference, at work and in our communities.
  • 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 connect everything people, process, data and things and we use those connections to change our world for the better.
  • Colourful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Be you, with us. #WeAreCisco

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

Posted: 2021-06-09 Expires: 2021-07-10
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Technical Consulting Engineer (Tier 3) - Collaboration (8Yrs plus)

Cisco Systems Inc.
Bengaluru, KA 560002
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