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Cisco Application Support Engineer M365 Tech System India, Karnataka, Bengaluru 215763501
Today
What You'll Do
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 application's 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
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.
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