04 feb
Cisco Systems
Xico
**What You'll Do**
Our Customer Experience (CX) Technical Assistance Center (TAC) is a team of an extraordinary group of technical specialists whose #1 focus is to help our customers keep their networks and Cisco solutions operating smoothly and efficiently while delivering the best possible customer experience.
This is achieved and measured through the resolution of sophisticated issues in customer network environments, passion for developing technical expertise, driving product enhancements and innovations, growing customer satisfaction metrics, and partnering with various teams and organizations within Cisco to drive industry-leading results.
**Who You'll Work With**
In this role,
you'll gain insight into the detailed functionality of Cisco products and partner with all distributed elements of the service chain.
Our CX teams are made up of highly responsive and driven technology experts who love what they do: Enabling our customers by enabling Cisco Technology!
You'll be part of a team that relies heavily on collaborative workflows with a diversity of abilities and operates at our highest tier of support.
This team is also an important part of our global service strategy to provide customers with 24 x 7 x 365 access to our services.
**Who You Are**
If you have patience and an empathetic view of the customer and want to hone your skills and advance your career by making valuable contributions to customers while working with an industry leader in networking technology, Cisco's Unified Communications team in the TAC is the place for you!
You can effectively use moderate to sophisticated lab setups to recreate and tackle problems.
You are knowledgeable with VoIP Protocols such as SIP, H.323, SCCP, MGCP, RTP/SRTP, and XMPP.
You have knowledge of the networking industry, products,
and protocols.
Minimum 4-5+ years of experience designing, deploying, configuring, supporting, troubleshooting, debugging, and administrating the following Cisco Unified Communications and Collaboration Portfolio:
- CUCM - Cisco Unified Communications Manager
- IMP - Instant Messaging and Presence
- UC Applications - Jabber, WebEx, Unity Connection, Unified Attendant Console
**Technical Consulting Engineer (TCE) Job description**:
- Ability to determine root cause and resolution for previously unknown problems.
You have the ability to work on problems of moderate to the wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors.
- You possess strong analytical and troubleshooting skills.
- Ability to work efficiently with and provide mentorship to other members of the workgroup.
- Ability to analyze, use and configure small to medium networks.
- You have proven experience in crisis management.
- Applies known solutions to tackle problems.
- You are capable of handling critical customer issues/problems with a high level of customer satisfaction.
- Promotes and solicits ideas within the project team(s).
- Can work under mínimal direction.
- Exercises judgment within defined procedures to determine appropriate action.
- Good verbal and written communication skills.
- Interacts across TAC teams and development teams at the peer level.
**Required Skills**:
- Bachelor's or master's degree in a technical field (CS/EE)
- Strong technical troubleshooting and analytical skills.
- Strong communication skills both written and verbal.
- Strong customer service skills.
- 4-8 years of experience with Cisco Voice Solutions (Voice Gateway, CUBE, CUSP, CME/CUE) and/or other Cisco Unified Communications products (UC) such as CUCM, CUC, UCCE, UCCX, Expressway, CUSP, IP Phones, Video endpoints, Analog/Digital voice ports, UCS/VMware.
- Strong understanding of VoIP call flow analysis and problem isolation.
- Strong understanding of networking concepts, products, and protocols (e.g.
Routing/Switching, OSI Model, TCP, UDP, IP Addressing, VLANs, DHCP, DNS, NAT, NTP, QoS, TLS/PKI/SSL Certificates, Microsoft Active Directory / LDAP / LDAPS)
- Demonstrate proficiencies in packet-level analysis using tools such as tcpdump or Wireshark.
- Ability to work effectively in highly collaborative team environments and manage multiple customer issues of varying priorities.
- CCNA or CCNP certification,
or equivalent industry certification(s).
**Desired Skills but not required**:
- CCIE is preferred but not required.
- Programming/Scripting or DB experience highly preferred (Python, JavaScript, C/C++, MongoDB, SQL, and experience working with APIs).
WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses.
Some may think we're "old" (36 years strong) and only about hardware, but we're also a software company.
And a security company.
We even invented an intuitive network that adapts, predicts, learns and prote
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