Level3 Cisco Collaboration Expert

• To provide level3 of professional technical support and resolve complex customer issues and lead crises management.
• To validate and implement UC complex changes and new releases.
• Provide technical support till permanent resolution for repeated incidents/problems if requested and identify trends (Problem management trend analysis).
• Act as the high level of technical escalation within customer operations and support the internal operational entities (level, level2, .. ect) toward faults resolution, changes validation and implementation.
• Document all troubleshooting and case management actions via the electronic case management system.
• Review and update technical documentation such as high- and low-level designs beside technical implementation guides.
• Able to work closely with Solution Architect / Consultant, Vendors and Service Providers to adequately review and test new customer solutions, design changes, identified vulnerabilities and bugs.
• Provide on the job coaching, mentoring and deliver technical training to peers and subordinates.
• To undertake any other reasonable task as assigned.

• Strong experience in Cisco Unified Collaboration domain for 3-7 years (MS Teams is big plus).
• Strong experience in IT domain, operational support & crises management (5-10 years).
• Good experience on Network “LAN/WAN” topologies and protocols.
• Cisco Certified Network Professional (CCNP) Collaboration (CCIE Collaboration is big plus).
• Ability to carefully plan and co-ordinate work according to a demanding time schedule.
• Excellent interpersonal and communication skills with the ability to operate in a multicultural and cross-functional organization.
• Good office automation and PC literacy skills.
• Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.
• Good time management, organizational and communication skills.
• Ability to work under pressure and deal with multiple tasks.
• Ability to coach and mentor peers and subordinates.
• Ability to lead and provide direction in resolving business critical problems at the highest organizational level.
• Presentation/Report writing skills.
• Ability to act as the customer representative with suppliers and vendors.
• Ability to build relationships with peer and management levels both with clients and the company management.
• Proactive, self-motivated and determined attitude.
• Excellent problem-solving skills are necessary.
• Flexibility in terms of working hours.
• Information Technology or Communication Bachelor holder or equivalent.
• English Proficiency

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