Cisco is seeking a Voice Services Customer Support Engineer (CSE) position has the following responsibilities:
- Provide second line phone/email/fax consultation to independently debug complex IP Telephony problems. - Provide systems/product training to peers within the High Touch Technical Support (HTTS) team. - Acts as a focal point for large account network problem resolution. - Acts as a technical expert and is a go-to resource for the team. - Provides support on a world-wide basis to all HTTS customers. - This CSE role supports reactive case handling for Cisco's largest SP and Enterprise customers with Cisco IP Telephony technologies (Cisco Unified Communications Manager, Cisco Unity systems, other Cisco Unified Communications products including; Call Manager Express, Cisco Unity Express, etc.). - Typically reports to Mgr, Technical Support. - Interfaces with lower level CSE's, VARs, OEMs & end-users & internal engineering departments. - Works on problems of diverse scope where analysis requires evaluation of identifiable factors.
Required Skills: - Typically requires BS CS or related (or equivalent exper) plus 6-8 yrs relevant experience - Significant IP Telephony experience – In depth knowledge of installing, supporting, and troubleshooting Cisco IP Telephony products and Unified Communications solutions - Extensive IP Networking experience - Knowledge of Networking industry, products and protocols - CCIE or equivalent level industry certification
Desired Skills: - Strong documentation skills--to be utilized for case management, knowledge capture, defect management and Trainings. - Excellent verbal communication skills--these skills are essential for this engineering role as most of the work being done is through the phone. - Very strong Problem Solving skills--will be utilized often as this position covers all Cisco IP Telephony technologies. - Strong understanding of TCP/IP--IP knowledge is critical as it is the foundation for most IP Telephony technologies. - Working knowledge of handling network down situations--This role will be handling S1/S2 Service Requests with limited supervision. - Ability to drive recreates remotely--Many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolve. - Engineer should have experience and knowledge of IP Telephony protocols, proficient with QoS on Cisco platforms, and thorough understanding of Cisco's product line. - Must be highly motivated and self driven. Must be able to work with minimal supervision. - Good organizational skills. The position requires that the CSE is able to prioritize his/her workload and manage customer commitments. - Strong teamwork and collaboration skills. The HTTS Voice Services team relies on each CSE to communicate and collaborate often. This results in a very strong teamwork which has proven to be successful in driving Issues to Resolution quickly. - Cisco Voice CCIE certification and/or current Cisco CCVP with Current Microsoft MCSE.
Cisco is an Affirmative Action and Equal Opportunity Employer
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