- You will support Cloud and Hybrid Products: Cisco WebEx (meetings and messaging), CMR Cloud and Hybrid, hybrid services and along with phone and conferencing end points connected to the cloud.
- You'll provide highest-level technical support to help resolve complex customer problems from on-prem to Cisco Cloud;
- You'll engage with the Engineering Business Unit to influence the quality and serviceability of the products you support;
- You will contribute to 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;
- You can innovate by identifying and working with your 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;
- You will participate in delivering and exceeding customer service level commitments
- You have a Bachelor's Degree in a technical field or equivalent field and relevant experience;
- You have relevant experience in support of one or more of below: Unified Communications, Business Video Solutions, Telepresence, etc.
- You can demonstrate and understanding of WebEx - Cloud application services, or Software as a Service (SaaS);
- You have a good understanding of call control protocols;
- You have hands on experience - Log Analysis (SIP/PRT/Wireshark/Http log/Fiddler);
- Your written, verbal and presentation skills are superb;
- CCNA and/or CCNP Collaboration highly desired;
- Ability to provide leadership across entire collaboration solution to lead a technical team to find and resolve customer issues;
- Understanding of:Networking - Routing Switching (TCP/QoS)Microsoft Solutions (Exchange, Active Directory, LDAP)SSL Certs - good to knowStrong working knowledge and support experience of Microsoft Office, Windows, Mac OS, iOS, Android OSCisco TelepresenceProtocols (SIP, RTP, DTMF, SAML, SMTP)Web ProxyWeb API
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Technical Support Engineer - Kraków, Polska - Cisco
Opis
The Solution Support 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.
What You'll Do
Who You Are
Użytkownicy zawodu Technical Support Engineer w Kraków
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Oleh Myroniuk
QA Engineer
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Anastasiya Saiko
Economist