• Remote Senior Cisco Collaboration Technical Support Engineer

    Job Locations DE
    Posted Date 2 months ago(1/29/2018 10:11 AM)
    Requisition ID
    Category (Portal Searching)
  • Overview

    This role can be based on your home office anywhere in Austria, Belgium, Denmark, Germany, Ireland, Finland, Netherlands, Italy, Spain, Sweden or Norway.


    Black Box has an opportunity for a remote Senior Cisco Collaboration Technical Support Engineer to support our client Sunday- Thursday 12am-8am Central Standard Time (USA).

    The Technical Support Engineer is responsible for providing Tier 3 Cisco technical support engineering.  Utilize various diagnostic tools to identify root cause of hardware, software, network and connectivity issues.

    Provide thorough diagnostic and troubleshooting services to resolve client issues remotely. Escalate issues requiring manufacturing or carrier services (Tier 4) support assistance within prescribed service levels and procedures for problem resolution in matters of greater complexity. Ensure technical support services are delivered to clients in a high quality and professional manner consistent with company initiatives, client expectations as well as internal and external SLAs. 


    • Provide Tier 3 escalation support for clients requiring expert troubleshooting on various technical matters involving Cisco UC hardware, software, network and connectivity issues. 
    • Identify, research, analyze, diagnose, resolve and close escalated technical problems in a quality and timely manner. 
    • Escalate irresolvable issues requiring manufacturing or carrier services (Tier 4) support assistance within prescribed service levels and procedures to complete problem resolution. 
    • Monitor service desk tickets volume, identify trends in problem activity, document findings and make available for future client troubleshooting issues and ensure timely closure of all assigned tickets. 
    • Achieve performance targets established by leadership for applicable Key Performance Indicators.


    • Bachelor’s Degree in Engineering, Information Technology or related, preferred; or relevant experience.
    • Cisco Certified Network Professional (CCNP) required, Cisco Certified Network Professional- Collaboration (CCNP Collaboration) preferred.
    • Expert-level proficiency in troubleshooting and supporting Cisco Unified Communications technologies required: CUCM, Unity Connection, MCS Servers, UCS Servers, and Voice Gateways
    • Proficiency in troubleshooting and supporting Cisco IM&P, Cisco CUBE, Video technologies, Contact Center Express (UCCX), Routing, Switching, Data Center, Wireless, and/or Security considered a plus.
    • Highly proficient in English (reading, writing and speaking) is a must


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