Technical Consulting Engineer

Technical Consulting Engineer






Technical Consulting Engineer

Detalles de la oferta

What You’ll Do

All CMS team members are encouraged 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 enforce to cost reduction measure

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.

Who You’ll Work With

The Cisco 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 & debug solutions for Cisco customers, partners, account teams along with collaborating with other TAC engineers to problem seek

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 happiness 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 complex incidents within your technical expertise and understand the fundamentals of troubleshooting.


Act as a focal point for high impact, large account problem resolution

Works on complex problems where analysis of situations requires in-depth evaluation of factors

Working on complex problems where analysis of situations requires in-depth evaluation of factors

Participate in daytime and night/weekend on-call rotation

Solve complex UC/ Collaboration issues to quickly resolve downtime and outages

Build Methods Of Procedure (MOP) and action plans for post-sales projects

Develop expertise in specific areas (i.e. technology, product). Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...)

Handle issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer happiness

Efficiently communicate issues to engineers within the support team, and resolutions/work-around to the customer

Receive minimal supervision, no instruction on routine work, and general instruction on new assignments

Perform ad hoc analyses and tasks as assigned

Provide mentorship and leadership to less authority engineers

May require some travel to customer locations in this role


Minimum of 6-10+ years experience in UC/ voice support

Strong practical knowledge of problem solving

Working knowledge of Cisco products and devices across multiple technologies like CUCM, CUC, UCCE, CUBEs, Nexus, ISR/ASR routers, UCS, VMware, SAN, Cisco ASA

Proficiency in ITIL V3 framework, agile methodology and Service Operations processes.

Proven crisis management skills

Strong analytical, problem solving and interpersonal skills

Strong written and verbal communication skills

BS in Engineering/Computer Science/IT and/or equivalent experience

Prior experience in support of remote customer networks required

ITIL certifications a plus

CCIE collaboration highly desired

Fuente: Learn4Good


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