Responsibilities:

• Collaborate with cross-functional teams to resolve various customer issues

• Respond to incidents originating from customer or peer engineers according to established processes

• Develop expertise in specific areas (i.e. technology, product)

• Take ownership of customer incidents, provide remote support in performing analyses, and configuration adjustments in network infrastructures with mixed media and protocols

• Effectively utilize lab setups to duplicate and solve problems and validate planned improvements to software and hardware design

• Resolve issues promptly and meet customer expectations to ensure the highest level of satisfaction

• Engage and collaborate with other internal teams, for example, PS and TAC for assistance on RMAs and sophisticated issues support

• Follow the defined communication procedures for incident updates

• Adhere to processes to update the tickets with relevant and accurate notes

• Drive for continuous learning and improvement, results orientation and teamwork

• Coordinate field services as needed for on-site support

• Receive minimal to no direction on routine work, and general instruction on new assignments

SKILLS REQUIRED:

• Minimum of 2-3+ years of relevant work experience

• Good practical knowledge of UC Collaboration protocols (MGCP/H.323/SIP/SCCP), PSTN connections (FXS/FXO/T1/PRI/SIP), Cisco’s collaboration technologies consisting of Cisco Unified Communication Manager (CUCM), Cisco Unified Contact Center Express (UCCX), Cisco Unity Connection (CUC), Cisco Unified Communications Manager IM & Presence, Cisco UCS Servers, ISR Voice Gateways, Cisco Jabber, IP Phones, Quality of Service (QoS), Telecom technologies and network protocols (DHCP, NTP, CDP, LLDP), Expressways, Video endpoints, Webex Teams

• Ability to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction, while receiving minimal direction and keeping focus on results

• Ability to effectively explain complex technical concepts to non-technical customers

• Strong written and verbal communication, interpersonal and presentation skills

NCE3.

Technology: UCS

No specific certificate needed, just someone with experience

Location: Poland

Contract: B2B