Job Description

Drives problem resolution for issues experienced in customer environments. Diagnoses, troubleshoots and resolves incidents related to Cisco products, services or solutions. Provides answers for products, services or solutions questions. Creates or updates, and delivers problem resolution, project collateral and/or knowledge transfer. Assists in documenting and resolving technical problems found in products and solutions. Engages and drives appropriate resources for escalations. Maintains accurate documentation in incident and knowledge management systems. Ensures case management guidelines are followed. Effectively communicates (verbal and written) with the customer and Cisco stakeholders on status and progress of service requests. Individual contributor.
What You’ll Do:
• Typically interfaces with customers, other TCEs, Partners, Global Delivery Partners, field personnel, CAP Managers and internal engineering departments.
• Builds productive relationships with customers and t...

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