Technical Support Engineer 3

Location: Plymouth, MN
Date Posted: 12-18-2017
Technical Support Engineer 3
Plymouth, MN
Direct Hire no C2C
No relo
Job Purpose:
Our client is a World Wide VAR and  they engineer trans-formative technology solutions for the most visionary companies in the world. This takes imagination, relentless client service, and the tenacity to enable our clients to achieve their visions. Our partnerships with leading edge technology manufacturers—many of which look to us for their own technology infrastructure needs—keep us immersed across the broad spectrum of the IT ecosystem.
As a Managed Service Center(MSC) Tier 3 Collaboration Engineer, you will provide our clientele with second and third level technical support for hardware and software products on a National basis via phone, email, and remote access for Cisco Enterprise Collaboration portfolio infrastructure (CUCM, CUC, UCCX, Jabber, others), endpoints, and voice gateways. You also will troubleshoot & resolve device problems for internal & external customers and collaborate with other engineers to resolve issues.
From strategy to fulfillment to managed services, our engineering-centric solutions enable our clients to realize what it means for technology to do more.
Job Responsibilities:
  • Deliver technical support of Cisco Enterprise Collaboration System, in addition provide subject matter expertise on system integrations
  • Mentor and assist in the management, test, implement, and deploy new and existing technologies as it pertains to Cisco Collaboration products and similar technologies, whether it be from an on-boarding or a production Managed Service Customer in the customer’s environment
  • Engage with the Management team whenever possible to influence the quality and manageability of Technology Sector
  • Ensure that technical documentation is made available and maintained to effectively troubleshoot customer issues
  • Enhance or innovate more effective tools, automations, and processes that will assist the engineering community to more effectively solve customer problems in a shorter time period
Job Knowledge/Skills:
  • Adept at determining and delivering solutions with a high level of customer satisfaction
  • Excellent or superior written, verbal, presentation, and interpersonal communication skills
  • In-depth troubleshooting experience and practical knowledge of Cisco Collaboration infrastructure, endpoint, and gateway products
  • Practical working knowledge of Technical knowledge of SIP, H.323, Unix/Linux, AD/Exchange, Video, Unified Contact Center, Cisco QoS, and Routing/Switching 
  • Proven track record of successful planning, prioritization, and organizational skills
  • Active participation in after-hours escalation on a predetermined and scheduled basis
Education and Experience:
  • CCIE Voice or Collaboration highly desired but not mandatory or similar/equal work experience
  • Substantial field implementation experience highly desired but not mandatory
Linda Winters
Technical Resource Network

Please contact me with any questions:
(w) 303-457-6969
(c)  720-253-3504
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