Technical Consulting Engineer

2 weeks ago


Bengaluru, Karnataka, India Cisco Full time

About the Role

Cisco is seeking a highly skilled Technical Consulting Engineer to join our BroadWorks team. As a Technical Consulting Engineer, you will be responsible for providing technical assistance to our customers and partners, developing solution guides, and taking an active technical role in deployment and support of our solutions.

Key Responsibilities

  • 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 1 customer 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.

Requirements

  • 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.


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