Customer Delivery Engineering Technical Leader-Collab (HTTS) 1418947.

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 As part of Cisco Canada’s Public Sector Canadian Secure Technical Services (CSTS) team you will :

• 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.
• You will 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.
• You drive customer satisfaction and strive for total customer success. You identify, document and resolve issues reported by our customers.
• You 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 contributing towards building a knowledge base for customer support and internal partners.
• Interacts across other High Touch Technical Services teams and development teams at peer level.
• You lead problem resolution efforts with internal stakeholders including : HTOM, HTE, TAC and product engineering.

Who You’ll Work With 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 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 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

Skills / Competencies

• Experience in Cisco Voice and Video solution.
• 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 trouble shooting Voice technologies.
• Excellent knowledge of Cisco collaboration suite.
• Customer facing experience is mandatory.
• Good communication skills and ability to convince and build interpersonal relationship.
• Ability to work with a cross-functional and geographically diverse team is expected.
• Solve problems creatively and multi-task 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.

Desired Qualifications

• 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
13 days ago