High Touch Technical Support Voice
Cisco Systems, Inc
Mexico City, Mexico
hace 3 días

The Business Entity

In Technical Services Americas, everything we do is driven by intimacy with customers and partners. They trust us to deliver, because we reinforce our services expertise with business acumen.

And with a passion for innovation and disruption, our world-class team is at the forefront of Cisco’s evolution.

Technical Services organization is looking for a Customer Support Engineer to join some of the industry's brightest minds in developing and deploying today's most advanced Internet technologies.

In this role, you will gain insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain.

The Team

We are very oriented in customer experience and customer success. Our highly skilled team supports and collaborate with people from different backgrounds around the world.

We are committed to deliver premium support to our customers and partners.

Role & Responsibilities

  • Strong analytical and troubleshooting skills and must have the initiative, perseverance and commitment to see problems through towards resolution.
  • Performs Advanced Level Troubleshooting, Analysis and Diagnosis of Complex Networking Problems & Design Issues. Resolve the incidents and problem tickets within SLA or KPI.
  • Take ownership of complex problems, provide remote support in performing analysis, isolate problems and deliver solutions with a high level of customer satisfaction
  • Respond to escalations and / or assistance requests originated from customer or peer engineers according to established processes
  • Effectively work with cross-functional teams to resolve major customer issues
  • Drive for continuous learning and improvement, results orientation and teamwork.
  • Develop expertise in specific areas (i.e. technology, product)
  • Attributes of a Successful Candidate :

    We are looking for talent with following qualities and skills :

  • Ability to work in a fast-paced, high-pressure, cross-functional environment.
  • Ability to function effectively in ambiguous circumstances.
  • Demonstrate high-level of maturity and confidentiality.
  • Shares information and communicates clearly with team members to improve team effectiveness. Encourages and accepts feedback.
  • Excellent written and verbal communication, interpersonal and presentation skills.
  • Have strong time management skills
  • Ability to perform tasks with minimal supervision with consistency and quality.
  • Ability to mentor and coach others, transfer knowledge and / or effectively explain complex technical concepts
  • Proven planning, prioritization, and organizational skills.
  • Ability to lead change through innovation & process improvement.
  • Education & Experience :

  • Typically requires BSEE / CS or equivalent with +6 years of relevant experience in a network / telecommunications Operations or Technology support environment.
  • CCIE (Lab) is highly preferred with a minimum certification of CCNP or its equivalent.
  • Strong working knowledge of Unified Communications (CUCM and Voice Gateways, CUC, Cube, CUPS, CER and UCC Express) and Contact Center technology with focus on Cisco solutions including but not limited to the following products : UCCE, CVP, CUIC, CIM, UCCX, Finesse.
  • Deep knowledge of voice protocols : SIP, H323, ISDN, SNMP.

  • Basic understanding and ability to monitor and troubleshoot operating systems including : Windows Server 2008, Windows Server 2012, Red Hat and CentOS.
  • About Cisco

    The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide.

    We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services.

    As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption.

    Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond.

    Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place to Work.

    With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

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