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Customer Delivery Engineering Technical Leader-Collab
4 months ago
*** The successful applicant will be performing work in Canadian Critical National Infrastructure and/or Canadian government classified environments, and therefore, must be a Canadian Citizen or Permanent Resident. This position may also perform work that the Canadian government has specified can only be performed in country by a Canadian citizen. Government of Canada SECRET Level clearance is desired or the successful applicant must be able to obtain a Canadian Government Security Clearance ***
What You'll Do:- Provide 2nd and 3rd Tier consultation/troubleshooting to debug broad, complex unique network topologies with mixed media protocols to Large Enterprise Cisco customers on voice and video technologies.
- Work as part of a collaborative cross-functional team to provide support to customers during critical network issues as well as managing a case load of criticality issues.
- Drive customer satisfaction and strive for total customer success. Identify, document, and resolve issues reported by customers.
- Solve problems of diverse scope and complexity where the problem analysis requires further evaluation of various factors and correlation of data.
- Provide systems/product training to customers and contribute towards building a knowledge base for customer support and internal partners.
- Interact across other High Touch Technical Services teams and development teams at peer level.
- Lead problem resolution efforts with internal stakeholders including: HTOM, HTE, TAC, and product engineering.
Cisco Canada’s government and public sector customers receive personalized services from a dedicated team of engineers as part of the Canadian Secure Technical Support (CSTS) services team. As part of the Cisco Canada Customer Experience organization (CX), the CSTS team provides leading-edge technical support services to meet the needs of Canadian government and public sector organizations. As a part of the CSTS team, you will be actively engaged with customer’s engineering and operations teams as well as a variety of Cisco stakeholders: service delivery, service sales, customer account teams, and product engineering teams. You will build strong relationships with the customer to develop as a trusted technical resource. The Cisco HTTS Collaboration team works on complex, challenging issues with some of Cisco's top customers. It's a great opportunity to master the latest technology and products, while working with a technically diverse and supportive team. Grow your skills in a dynamic, team-oriented environment and join some of the industry's brightest minds in deploying and supporting today's most advanced Internet technologies.
Who You Are: Minimum Qualifications:- Canadian Citizenship OR Permanent Resident with the ability to obtain a Canadian Government Security Clearance.
- Live in Ottawa, Canada, or willing to re-locate.
- Problem-solving & troubleshooting methodology.
- Strong communication skills - facilitation / conflict management.
- Ability to think and operate independently in a highly collaborative working environment, especially when working remotely and with remote colleagues.
- A team player focused on customer success.
- BS in a technical field (CS/EE preferred) or equivalent with 10+ years of relevant experience.
- Experience in Cisco Voice and Video solutions.
- Added advantage if you know Video - Cisco Telepresence endpoints, Cisco Conferencing solution for telepresence, Telepresence Management Suit, Video Communication Server, Cisco Expressway series, MRA, Spark enabled endpoint.
- Expertise in troubleshooting Voice technologies.
- Excellent knowledge of Cisco collaboration suite.
- Customer facing experience is mandatory.
- Good communication skills and ability to convince and build interpersonal relationships.
- Ability to work with a cross-functional and geographically diverse team is expected.
- Solve problems creatively and multitask in a fast-paced and rapidly evolving environment.
- Ability to Assertively communicate and demonstrate Technical Leadership on Troubleshooting scenarios, especially over WebEx / telephonic customer conversations.
- Professional or Expert Level network certification (CCNP, CCIE) or equivalent technical/networking knowledge is preferred.
- Experience in following Technologies: Cisco Unity Connection, Cisco Unified Communications Manager (CUCM), IM and Presence, Cisco Jabber, Cisco Unity Express, Gateway, CUBE, CUSP, VXML, IP Phone.
- Bilingual Fluency (Canadian French & English).
- Previous experience with incident management, reactive support, operations, or troubleshooting complex technical problems is an advantage.
- Experience in Routing and Switching is a plus.
