Network Support Engineer - Collaboration (MULTI TECH)

Working Hours

Located in Krakow, Poland, this position typically follows a standard 08:00 – 16:00 schedule, but depending on necessity it may require working in a later shift, extending up to 6 hours into the evening.

Who You’ll Work With

Support Services (aka TAC) in our Customer Experience organization provides second and third level technical support to our customers around the world. We jump in to help when their network or solutions experience hiccups. Are you ready to assist when nobody else knows how to fix the issue?

Various technology teams exist within TAC. Now we are looking to strengthen our Collaboration support team in Krakow, Poland. In Customer Experience (CX), we continuously support our customers in making their customers' lives better. Do you want to help? We invite you to join us in this endeavor being a part of our family.

In This Role You´ll:

• Be a trusted technical authority and guide your customers in solving problems of highly sophisticated issues in their systems, solutions or networks.
• Deliver a superb experience in difficult situations, collaborating with your customers over e-mail, phone, Webex.
• Be the first to lay hands on the latest and greatest in the field of software defined, self-orchestrating, self-optimizing networks and solutions technology space.
• Be encouraged to be creative, having the freedom to change the way you and the team work.
• Author case studies and troubleshooting guides, train junior engineers and help them fuel their full potential.
• Work with our customers across the globe from different cultural, gender, lingual and technical backgrounds.

Who You Are

• Problem solver and proven troubleshooting skills.
• Exposure to Call Control: Cisco Unified Communications Manager.
• Understanding of Voice over IP (VoIP) technologies and protocols such as SIP, H.323, and MGCP.
• Understanding of networking concepts, including LAN/WAN, QoS, VLANs, and IP addressing.
• Experience with Cisco routers, switches, and voice gateways.
• Knowledge of security practices related to voice and video communications.
• Analog /digital interfaces.
• Media and signaling transport: RTP/SRTP; UDP/TCP/TLS.
• Log Analysis (SIP/PRT/Wireshark/Http log/Fiddler).
• CCNP Collaboration is highly desired.
• Excellent communication skills,
• Education: You are Bachelor or Master’s in Engineering/ Computer Science or have equivalent experience.
• Experience in technical support (TAC) or similar job role.