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Technical Consulting Engineer

Location Bengaluru, India
Posted 16-May-2019
Description
Technical Consulting Engineer


Location:

Bangalore, Karnataka, India


Area of Interest

Customer Experience


Job Type

Professional


Technology Interest

Networking


Job Id

1262150


New


What Youll Do

All CMS team members are expected to add value in the following areas:

Understand and meet customer agreements (SLO/SLA/commitments)
Follow and participate in the improvement of established team processes
Identify and adhere to cost reduction measures
Accountable for following established team processes
Understand ITIL framework (Event, Incident, Change & Problem Management)
Collaborate with peers and multi-functional teams
Maintaining knowledge required to perform role effectively
Participate in regular synch ups
Actively share / develop innovation and automations for continued improvement

Specific to the role of TECHNICAL CONSULTING ENGINEER, responsibilities may include:

Lead issues by setting expectations and meeting or exceeding those expectations to achieve the highest level of customer satisfaction
Take ownership of complex incidents
Accept technical issues from lower support tiers
Provide remote troubleshooting support and perform analysis in large complex networks with mixed media and protocols
Utilize complex lab setups to duplicate and solve problems and validate planned changes to software and hardware design
Support and collaborate with CMS and multi-functional teams to resolve major customer issues
Engage TAC as required to resolve complex technical issues
Strive for continuous learning, result orientated and partnership
Develop expertise in specific areas (i.e. technology, product)
Build Methods of Procedure (MOP) and action plans for post-sales projects
Perform ad hoc analyses and tasks as assigned
Assist as needed with Change and Problem which could involve the planning, approving and implementation of changes
Assist as needed with Problem Management which may include analyzing data for root cause analysis
Assist with miscellaneous team management duties as needed

Who Youll Work With

The Cloud & Managed 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 solve & debug solutions for Cisco customers, partners, account teams along with collaborating with other TAC engineers to resolve issues.

Who You Are

You require little oversight to achieve your goals and meet your objectives. You work well with others and are truly a teammate. Technical knowledge and customer satisfaction is in your DNA. You have excellent verbal and written communication skills. You are able to see the big picture even when analyzing multiple complex factors under pressure. You are a technically capable of resolving the majority incidents within your technical expertise and understand the fundamentals of troubleshooting.

Required Skillsets

Authoritative level experience in handling Cisco IP telephony Network Infrastructure.
Experienced understanding of the following Cisco Unified Communication Products
CUCM 10.x and above knowledge of CUCM SME
Cisco Voice Gateways (ISR Routers and Analog gateways)
Gateway protocols: H323, SIP, MGCP
Trunks, E1/ T1(CAS,CCS), FXS /FXO etc.
Unity Connection 10.x and above
Basic knowledge of functionality and integration with CUCM 3rdparty applications: call recording (Nice), click-to-dial call control (Genesys), attendant consoles.
Strong knowledge of CTI protocol and integration
Ability to set trace levels
Ability to analyze big and complex data sets to identify and isolate issues, e.g. CDRs, CUCM configuration, RisDB, Unity DBs, syslog dumps, monitoring events and alarms

Desired Skills

Other technology or product knowledge, experience or certifications in the following areas are a plus: security, routing, switching, wireless, programming skills (Linux, Shell Scripting)

Preference for prior Scripting, Python, and/or Linux experience highly desired
SQL
Splunk
Regular expressions
Data Center technologies including Storage Area Networks (SAN), virtualization (VMWare), and Ciscos Unified Computing System (UCS)
Working knowledge of Networking industry, products and protocols desired

Qualifications

3years of experience in advanced technical support
CCIE certification preferred
Possess the ability to think analytically while working in a high-volume work environment
Strong analytical and troubleshooting skills.
Able to easily communicate complex concepts and instructions to non-technical end-users
Possess knowledge and understanding of network designs and concepts
Able to apply technical knowledge to solve and isolate VoIP Issues

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 arent afraid to change the way the world works, lives, plays and learns.

We are leaders with vision, 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.
Experience
Min 3 to 6 Years.

 
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