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Cisco Technical Consulting Engineer India, Karnataka, Bengaluru 26619600
05.08.2024
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Minimum Qualifications
- Minimum of 2 years work experience in Technical Support or an equivalent engineering role
- Telecommunications and IP networking background, preferably in technical support
- Professional level (e.g. CCNP) or Expert level (CCIE) is added advantage
Desired Skills
- You have a solid understanding of cloud-based services and Telecommunications.
- VoIP systems experience, with knowledge of some the following protocols: SIP, MGCP, RTP, TLS, SMTP, SNMP, Security and encryption techniques.
- Linux administration experience with exposure to some the following: Apache, DNS, Tomcat, MySQL, Java, Python and PERL.
- Familiar with Session Border Controllers, Network Address Translation, Call Detail Record collection, IP gateways, and PSTN interfaces
- An understanding of the Software as a Service (SaaS) business model.
- Telecommunications and IP networking background, preferably in troubleshooting and technical support.
- Exceptional customer service skills and focus on customer satisfaction and quality service.
- A commitment to the highest ethical business standards.
- The ability to speak English fluently and have excellent written communication skills to effectively communicate with worldwide customers.
- Discretion & independent judgment: There are good tools, procedures, information, and team members are available to assist the Engineer in using discretion and judgment.
What you will do
- Manage Technical Assistance Center cases, evaluate issues, and address any problems in real time.
- Provide answers and solutions for our growing customer base about the Cisco VoIP Software Application platform.
- Collaborate with both Level 1customer support and other Cisco Technical Assistance Centers in Australia and North America to reach successful resolution for all customers inquires.
- Ensure that all client questions and concerns are addressed and responded to in a timely fashion with regards to our team goals and customer SLAs (Service Level Agreements).
- Provide guidance to customers, unfamiliar with the Cisco product, and go above and beyond to ensure that they have all the necessary information for successful product operation.
- Provide customer assistance using telephone, e-mail, and our on-line ticketing system.
- Provide occasional evening, weekend, and night duty (scheduled maintenance and on-site customer support) as well as “on-call” (24x7) support on a rotation basis.
We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).
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