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    Customer Delivery Engineering Technical Leader-Collab - Ottawa, Canada - Cisco

    Cisco
    Cisco Ottawa, Canada

    Found in: Talent CA C2 - 15 hours ago

    Default job background
    Description
    *** 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
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