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Job Location | Bangalore |
Education | Not Mentioned |
Salary | Not Disclosed |
Industry | IT - Software |
Functional Area | General / Other Software |
EmploymentType | Full-time |
What Youll doTechnical Services is team of world-class technical experts whose #1 focus is to help customers deploy and operate their networks optimally while delivering the best possible customer experience. Our success is validated through outstanding business outcomes for our customers and partners including industry recognition and high level of employee engagement. The Cloud Support Organization within Technical Servicescontinue to drive industry-leading Cisco solutions and assist our customers migrating to software, cloud and XaaS.Who youll work withThe Cloud Services team provides second/third level technical support for Cloud / Hybrid solutions and cloud enabled end point products on a worldwide basis via inbound/outbound phone calls, email, web and remote access.Provide consultation to independently troubleshoot & debug solutions for Cisco customers, partners, account teams along with collaborating with other TAC engineers to resolve issues.Role & ResponsibilitiesSupport Cloud and Hybrid Products: Cisco WebEx, Jabber IM (Cloud), CMR Cloud and Hybrid, Spark Services (Call, Message, Meet), hybrid services and along with phone and conferencing end points connected to the cloud.Provide highest-level technical support to help resolve complex customer problems from on-prem to Cisco Cloud.Engage with the Engineering Business Unit to influence the quality and serviceability of the products you support.Ensure that technical documentation (not included in the product documentation) that is needed by customers to effectively troubleshoot the product/solution is created and available for use.Innovate Identify and work with BU to enhance tools, script automation, or other activities that will enable the TAC engineer to work more efficiently and speed accelerate issue identification and resolution.Coach and mentor others to help them advance in their career.Participate in delivering and exceeding customer service level commitments.RequiredTypically requires Bachelor of Engineering/Technology/BSc in a technical field or equivalent plus 2 to 5 years related experience.At least 2 3 years experience in support of Cisco Unified Communications or Business Video Solutions.Troubleshooting experience and knowledge of VOIP/Video signalingUnderstanding of WebEx - Cloud application services, or Software as a Service (SaaS).CcnaGood understanding of call control protocolsHands On Experience - Log Analysis (SIP/PRT/Wireshark/Http log/Fiddler)Strong written, verbal and presentation skillsDesired SkillsCCNP, CCIE in collaboration will be helpfulMinimum of 3 years of experience supporting SaaS solutions,enterprise applications, solutions and/or collaboration infrastructuresis required. Real time service support environment experience is highly desired.Skilled understanding of:Networking Routing Switching (TCP/QoS)Microsoft Solutions (Exchange, Active Directory, LDAP)Microsoft (IIS, SQL), VMWare, Linux, SSL CertsStrong working knowledge and support experience of Microsoft Office, Windows, Mac OS, iOS, Android OS.CucmTelepresence (VCS Expressway, VCS controller, TMS, Conferencing, TPS)Protocols (SIP, RTP, DTMF, SAML, SMTP)Web ProxyWeb APIAbility to provide leadership across entire teamwork solution to lead a technical team to find and resolve customer issuesLead by example, mentor, and train othersAbility to work with Engineering architects to influence serviceability and usability design,
Keyskills :
software as a servicecisco unified communicationsmac ossmart citieslog analysiscall controlservice levelcustomer serviceactive directorymicrosoft office