Job Summary

Cisco Managed Services Team is looking for a Customer Support Engineer to help us tackle problems in the Collaboration Technologies space. In this role, you will build, operate and support a variety of collaboration solutions.

Job Responsibilities

- Ensuring post-review of Priority 1/2 incidents
- Following defined escalation path when needed
- Identifying incidents which need special attention or partner concern
- Handling major incidents
- Demonstrate analytical and problem-solving skills
- Demonstrate ability to execute and perform timely follow-up to ensure customer satisfaction
- Ability to prioritize and lead multiple efforts at once, while working in a high-stress environment
- Operate and support of collaboration systems using Cisco products and services
- Triage, solve and fix complex product issues while delivering RCA
- Serve as Tier 2 escalation point from support staff
- Build and maintain documentation for support and troubleshooting
- Work with TAC teams on complex issues for finding RCA
- Leading CMS team, driving customer bridges from the technical standpoint

Key Responsibilities

NA

Skill Requirements

- Skill Requirement: BE or B.Tech degree required
- Knowledge of ITIL framework
- More than 4-6 years of proven experience in large SMB and/or enterprise networks
- Minimum 4+ years experience in Cisco UC/Voice Collaboration




- Expertise and hands-on technical experience with the Cisco Collaboration portfolio including Unified CUCM, Expressway, CUBE, IP Phones, Jabber, and IM & Presence.
- Expertise and hands-on technical experience with IP communications signaling and media protocols, including Session Initiation Protocol (SIP), H.323, XML, HTTP, Restful APIs, and Real-Time Transport Protocol (RTP)
- Experience with SBCs, PRI, CAS, and other voice TDM technologies
- Understanding of network routing, switching, UCS, VMware
- Valuable communication (written and verbal), presentation, listening, teamwork, demonstration and consulting skills
- Escalation handling skills for Priority 1 & 2 incidents
- Expert knowledge on: CUCM, gateway protocols, Jabber, and IM&P;
- Expertise in: CUCM trace reading, Jabber PRT logs, IMP trace reading, GW debugs
- Added advantage if CCIE Voice or Collab certification
- Scripting, Python, and/or other scripting experience can be a benefit
- Linux shells and tools, Git code repositories, Infrastructure-as-Code

Other Requirements

- Effective written and verbal communication and interpersonal skills
- Ability to function effectively in demanding circumstances
- Shares information and communicates clearly with team members to improve team effectiveness
- Encourages and accepts feedback.

📌 Senior Administrator - Cisco Unified Communications (India)
🏢 HCL Technologies
📍 India