Cisco Unified Calling Operations 

Poland, Lesser Poland Voivodeship, Krakow 

417554775

• Ability to analyze, configure and fix large complex networks with mixed media and protocols.
• Effectively utilize complex lab setups to duplicate and solve problems and validate planned changes to software and hardware design.
• Provide remote troubleshooting support to resolve collaboration related issues
• Follow-through on all UC Incident tickets assigned to Level 2 bin and their resolution; move complex issues from Level 1 to Level 2 bin
• Engage peer technical teams in Cisco Professional Services and TAC for assistance on RMAs and complex issue support
• Coordinate field services as needed for onsite support
• Follow the defined communication procedures for incident updates
• Strictly adhere to processes to update the tickets with relevant and accurate notes
• Priority support for identified key customer employees and critical issues
• Effectively work with customer and peer teams to resolve major customer issues.
• Commit to continuous learning, results orientation and teamwork.
• Sharing of information and communication with team members to improve team effectiveness.

• Knowledge of routing and switching technologies (including experience dealing with carriers).
• Knowledge of Cisco Call Manager, IP telephony, collaboration, and video technologies
• BS in a technical field (IT/CS/EE) or equivalent plus 3+ years related experience.

• Cisco Associate Level Certification.
• Able to resolve problems and deliver solutions with a high level of customer satisfaction.
• Excellent written and verbal communication, interpersonal and presentation skills.
• Ability to function effectively in ambiguous circumstances.
• Crisis management skills
• Planning, prioritization and organization skills.

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