Senior Service Engineer - Cisco
Job Details
CA - South San Francisco, CA
Fully Remote
Full Time
$90,000.00 - $114,000.00 Salary/year
Senior Service Engineer - Cisco

Job Summary:


The Service Engineer-Cisco ensures swift resolution to our Customers Incident handling, applying acumen to our Customers MAC activity, project work, and engineering inquiries so the Customer can focus on their own day-to-day activities. Finally, the Service Engineer-Cisco works in conjunction with the entirety of the Service Management, and Professional Services teams to ensure focus on the comprehensive solutions VOX brings to its customers.


Job Duties & Responsibilities:


  • Minimize negative impacts of incidents by restoring normal service operation as quickly as possible
  • Meet target resolution times
  • Provide good-quality updates about symptoms, business impact, configuration items affected, actions completed, and actions planned
  • Complete moves, adds and changes (MAC) work as requested
  • Support and maintain complex telecommunication environments
  • Manage incidents with third party vendors and carriers
  • Collaborate with teams to facilitate information-sharing and learning, as well as helping to solve the incident more efficiently and effectively
  • Create and maintain technical knowledge through documentation and knowledge share activities
  • Follow Company Policies as dictated by Management

Requirements & Qualifications:


  • Minimum of 4 years of technical experience supporting the Cisco CUCM suite products including:
    • Cisco Communication Manager
    • Cisco Finesse
    • Cisco Unity
    • Cisco Unified Contact Center Express
    • Cisco Jabber
    • Cisco WebEx, and WebEx Calling
  • Current Cisco CCNA or CCNP - Voice Collaboration is required
  • Bachelors Degree or equivalent experience preferred
  • Excellent written and oral communication skills
  • Ability to work extended hours as required
  • Strong troubleshooting, problem solving, and analytical skills