Support Operation Advisor/Engineer

Job Description

As a Productivity Applications Technical Advisor, you ll be a friendly voice, providing world-class troubleshooting and technical support. You ll continue to keep your skills sharp by learning about the ever-changing world of third-party enterprise tools and Microsoft 365 applications, supervise trending issues and creatively work to tackle these issues to keep Cisco employees online and productive. Main responsibilities include the following: Engage global Cisco employees via chat and phone to support a variety of third-party applications and tools, such as: Advising on the Cisco standards for different third-party enterprise tools and Microsoft 365 applications Installation, troubleshooting and use of any of these various applications Assistance with migrating from non-standard tools to Cisco standard applications License provisioning and access issues Additionally, you will: Thoroughly document the support engagement Monitor and report trending issues Be an advocate for the Cisco standard applications ecosystem, sharing tips and tricks Stay up to date with changes in the Cisco standards and upgrades of the applications through internal training opportunities, supervising technical publications and industry trends Collaborate with the Knowledge Management team to improve support content Connect with engineering teams to collaborate and find solutions In addition to these core responsibilities, successful candidates will participate in Escalation Desk and/or our Change Management program after 6 to 12 months in role. These additional responsibilities can include: Provide weekend on-call for Escalations/Operations (one weekend a month on average) Active participation in escalations, presentations, readouts and meetings during the workday while delivering consistent results in role Flexibility, adaptability, and urgency to manage multiple urgent requests with priority Who Youll Work With You will work directly with your team of Productivity Applications Technical Advisors, while also working in tandem with Cisco s Engineering and Knowledge Management teams as well as fellow Help@Cisco and Productivity Applications Advisors across the globe. Who You Are You re a creative problem solver. You are forever curious, always thinking about how things work. You have excellent verbal and written communication skills and easily explain technical ideas or troubleshooting steps with patience and care. You have a passion for helping others, which shows in your care and handling of users seeking support. Minimum requirements include: Two years of professional technical troubleshooting expertise Experience in customer service or technical troubleshooting via phone and chat Ability to work independently, multitask and prioritize tasks Ability to convey technical ideas and troubleshooting information to a nontechnical audience Experience in the use, set up and troubleshooting of third-party applications in a business environment Experience with enterprise applications such as Microsoft 365, Miro, Figma, Trello, Lucid chart, Asana, etc. Technical proficiency, with a highly developed ability to acquire new technical skills and apply these new skills to your support role. Excellent (English) oral and written communication skills. Flexible to work from the local Cisco offices on day, evening, or night shifts, as scheduled. Flexible to work in a hybrid work setting, as scheduled. To work remotely, this location must meet privacy, networking and connectivity requirements needed to perform your role. Preferred requirements include: Four years of professional technical troubleshooting expertise Sophisticated experience troubleshooting macOS, Windows, Linux as well as iOS and Android operating systems.