**About Us**
Deliver a competitive advantage for your brand with deeper customer connections in the moments that matter.
**Job Summary**
**Objective**:
Cisco Managed Services (CMS) group seeks an experienced Collaboration Engineer with expertise in Cisco Networking Technologies. As a Technical Consulting Engineer in our extraordinary team you will gain real-world experience and the ability to earn industry-leading certifications. You will be a strategic partner to our customers, saving their business from the impact of network incidents, solving and preventing the recurrence of technical issues. You will solve our customers' toughest problems, ensuring that our customers get expected business outcomes, providing a superior customer experience.
**Primary Job Responsibilities**
**Requirements**:
- **Advanced Speaker. English Level 85% or above (must).**:
- **Schedule flexibility (must).**:
- **CCNA certified or at least all modules completed (must).**:
- **Minimum of 9 months experience in a networking role. (must)**:
- **Advanced knowledge of IP telephony, collaboration, and video technologies**:
- **Previous experience working with one or more of the following Cisco solutions: CUCM, UNITY, CISCO, GATEWAYS, PROTOCOLS, UCCX, IM&P. (must)**:
- Experience working with Cisco equipment or networking (configuration, troubleshooting)
- Knowledge of routing and switching technologies (including experience dealing with carriers).
- 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 and leadership skills.
- Planning, prioritization, and organization skills.
- Data analysis capacity.
**Responsibilities**:
- 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.
- 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.
**Skills/Knowledge/Abilities**
**Education**
Associates
High school diploma or equivalent