TECHNICAL CONSULTING ENGINEER - Cloud TAC

Job Description

What Youll doTechnical Services is team of world-class technical experts whose #1 focus is to help customers deploy and operate their networks optimally while delivering the best possible customer experience. Our success is validated through outstanding business outcomes for our customers and partners including industry recognition and high level of employee engagement. The Cloud Support Organization within Technical Servicescontinue to drive industry-leading Cisco solutions and assist our customers migrating to software, cloud and XaaS.Who youll work withThe Cloud Services team provides second/third level technical support for Cloud / Hybrid solutions and cloud enabled end point products on a worldwide basis via inbound/outbound phone calls, email, web and remote access.Provide consultation to independently troubleshoot & debug solutions for Cisco customers, partners, account teams along with collaborating with other TAC engineers to resolve issues.Role & ResponsibilitiesSupport Cloud and Hybrid Products: Cisco WebEx, Jabber IM (Cloud), CMR Cloud and Hybrid, Spark Services (Call, Message, Meet), hybrid services and along with phone and conferencing end points connected to the cloud.Provide highest-level technical support to help resolve complex customer problems from on-prem to Cisco Cloud.Engage with the Engineering Business Unit to influence the quality and serviceability of the products you support.Ensure that technical documentation (not included in the product documentation) that is needed by customers to effectively troubleshoot the product/solution is created and available for use.Innovate Identify and work with BU to enhance tools, script automation, or other activities that will enable the TAC engineer to work more efficiently and speed accelerate issue identification and resolution.Coach and mentor others to help them advance in their career.Participate in delivering and exceeding customer service level commitments.RequiredTypically requires Bachelor of Engineering/Technology/BSc in a technical field or equivalent plus 2 to 5 years related experience.At least 2 3 years experience in support of Cisco Unified Communications or Business Video Solutions.Troubleshooting experience and knowledge of VOIP/Video signalingUnderstanding of WebEx - Cloud application services, or Software as a Service (SaaS).Ccna Good understanding of call control protocolsHands On Experience - Log Analysis (SIP/PRT/Wireshark/Http log/Fiddler)Strong written, verbal and presentation skillsDesired SkillsCCNP, CCIE in collaboration will be helpfulMinimum of 3 years of experience supporting SaaS solutions,enterprise applications, solutions and/or collaboration infrastructuresis required. Real time service support environment experience is highly desired.Skilled understanding of:Networking Routing Switching (TCP/QoS)Microsoft Solutions (Exchange, Active Directory, LDAP)Microsoft (IIS, SQL), VMWare, Linux, SSL CertsStrong working knowledge and support experience of Microsoft Office, Windows, Mac OS, iOS, Android OS.CucmTelepresence (VCS Expressway, VCS controller, TMS, Conferencing, TPS)Protocols (SIP, RTP, DTMF, SAML, SMTP)Web Proxy Web APIAbility to provide leadership across entire teamwork solution to lead a technical team to find and resolve customer issuesLead by example, mentor, and train othersAbility to work with Engineering architects to influence serviceability and usability designWhy CiscoAt Cisco, each person brings their different 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.We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.#WeAreCisco.,

Keyskills :
software as a servicecisco unified communicationsmac ossmart citieslog analysiscall controlservice levelcustomer serviceactive directorymicrosoft office