Cisco Collaboration/Voice Engineer

Fullbrook Consulting Group
17 May 2017
16 Jun 2017
Contract Type
Full Time

The Client:

Our client is a global IT and Telecommunications company specialising in communications.

Role & Key Responsibilities:

  • The Cisco Support Engineer will act as the first point of contact for any technical escalations with regards to the Cisco Voice/Collaboration product suite.
  • Provide excellent customer service at all times.
  • Support clients on issues with their Voice/Collaboration equipment.
  • Provide support remotely and on-site.
  • Escalate issues further with appropriate teams if necessary and drive through for resolution.
  • Work within a dynamic team in a fast paced environment.
  • Develop technical knowledge and share knowledge and experiences with fellow support team members.
  • Create guides and manuals on how to use products for clients.
  • Maintain strong client relationships.
  • Gain exposure to many different Cisco products, as well as other general technologies.
  • Assist with communication between other teams and clients.
  • Ensure all relevant paperwork and systems are organised and kept up to date.
  • Act as a professional and friendly customer representative at all times.
  • Aim to become a technical expert or subject matter expert in particular field.

Skills & Experience:

  • CCNA-Voice/Collaboration accredited.
  • 1-2 years’ experience within a Cisco support environment.
  • Strong ability to work within a fast-paced and high pressured environment.
  • Experience of working with CUCM, Jabber, CUC and Gateways.
  • Experience of SIP, SCCP and H323.
  • Ideally UCCE/UCCX and R&S experience.
  • Any Video, Data Centre, Security or Wireless experience would be beneficial.
  • An understanding of ITIL frameworks.
  • Any telecoms or call recording support experience is also beneficial.
  • Excellent customer service and communication skills.
  • A high energy, enthusiastic and friendly individual.
  • The desire to develop technical knowledge and gain further qualifications.
  • Flexibility to work out of hours on an overtime basis.

Extra Info:

  • Location - London
  • Performance related bonus offered
  • Role includes overtime/on call responsibilities