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.
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
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
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
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.