Job
Description
Job Description What Youll Do As a T2 in our Cisco Managed Service Cloud Collaboration team, you will be part of a team supporting Cloud Collaboration Technologies for some of Cisco s large and strategic customers. This position will be passionate about providing expert (Tier 2) level support and incident recovery across all technologies supporting our hosted offers, including data center and collaboration technologies. This will require a deep technical foundation in Cisco Data Center and Collaboration technologies, ability to quickly and methodically triage and solve complex problems, and lead a team to resolve issues to restore services. Your main focus will be driving incident restoration during outages with a secondary focus on Continual Service Improvement activities to benefit the overall service. You will be a key resource in driving growth and customer sentiment across our Cloud Calling platform. Qualifications: 2.5+ years of experience in advanced technical support Cisco Certified Network Associate certification required Cisco Certified Network Professional or Voice Collaboration certification preferred Possess the ability to think analytically while working in a high volume work environment 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 troubleshoot and isolate VoIP Issues Required Knowledge/Technical Skills Intermediate level experience in handling Cisco IP telephony Network Infrastructure. Basic Understanding of concepts: OSI and TCP/IP Model, VTP, STP, Ether channel, HSRP, Routing Protocols .etc. Intermediate understanding of switching - VLAN, Voice VLAN, Inter Vlan routing, PoE etc. Basic Understanding of UCS machines, ESXi and CIMC Intermediate/Expert understanding of the following Cisco Unified Communication Products o CUCM 7.x, 8.x and above o Cisco Unity Connection o Cisco Unified Communication Express Cisco Unity express o Cisco Voice Gateways (ISR Routers and Analog gateways) o Gateway protocols: H323, SIP, MGCP o Trunks, E1/ T1(CAS, CCS), FXS /FXO etc. o Gatekeepers o Understanding of CUBE Key Skills Excellent Voice and Communication Skills. Global orientation and Process oriented. Ability to stay focused and Open to work in night shifts Proactive Monitoring of alarms and incident cases. Managing Phone Queues. Incident tracking to ensure continuity across shifts. Coordination of communication bridges during major outages. Work with multiple vendors/teams as required to drive issues to resolution. Execute changes and tasks as assigned per defined procedures. Follow proper documentation procure on incidents and adhere to defined SLA/SLOs Use Lab to recreate scenarios to provide solution to issues. #WeAreCisco (This is the Standard and cannot be changed) #WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all. Our passion is connection we celebrate our employees diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best. We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer 80 hours each year allows us to give back to causes we are passionate about, and nearly 86% do! Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!
