Technical Consulting Engineer

hace 2 semanas


Ciudad de México, Ciudad de México Cisco A tiempo completo
Job Title: Technical Consulting Engineer

Cisco's Technical Assistance Center is a team of world-class technical experts dedicated to helping customers deploy and operate their networks effectively while delivering exceptional customer experiences.

Role and Responsibilities:
  • Provide highest-level technical support to resolve complex customer problems from on-premise to Cisco Cloud.
  • Engage with the Engineering Business Unit to influence the quality and serviceability of the products you support.
  • Ensure that technical documentation is created and available for customers to effectively troubleshoot products/solutions.
  • Innovate and work with BU to enhance tools, script automation, or other activities that enable TAC engineers to work more efficiently and speed up issue identification and resolution.
  • Coach and mentor others to help them advance in their career.
  • Participate in delivering and exceeding customer service level commitments.
Requirements:
  • Typically requires BS in a technical field or equivalent plus 2 to 5 years related experience.
  • At least 3 - 5 years' experience in support of Cisco Unified Communications or Business Video Solutions.
  • Understanding of Webex - Cloud application services, or Software as a Service (SaaS).
  • CCNA
  • Good understanding of call control protocols
  • Hands-on Experience - Log Analysis (SIP/PRT/Wireshark/Http log/Fiddler)
  • Strong written, verbal and presentation skills
Desired Skills:
  • CCNP, CCIE Collaboration highly desired
  • Minimum of 3 years of experience supporting SaaS solutions, enterprise applications, solutions and/or collaboration infrastructures is required. "Real time" service support environment experience is highly desired.
Skilled understanding of:
  • Networking - Routing Switching (TCP/QoS)
  • Microsoft Solutions (Exchange, Active Directory, LDAP)
  • Microsoft (IIS, SQL), VMWare, Linux, SSL Certs
  • Strong working knowledge and support experience of Microsoft Office, Windows, Mac OS, iOS, Android OS.
  • Cisco Unified Communications Manager
  • Telepresence (VCS Expressway, VCS controller, TMS, Conferencing, TPS)
  • Protocols (SIP, RTP, DTMF, SAML, SMTP)
  • Web Proxy
  • Web API
  • Ability to provide leadership across entire collaboration solution to lead a technical team to find and resolve customer issues
  • Lead by example, mentor, and train others
  • Ability to work with Engineering architects to influence serviceability and usability design


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