Tech Support Analyst - Cisco

About the role

This position provides technical expertise to internal and external customers in the form of pre- and post-sales technical support (via telephone, e-mail, web and other channels) on specified technologies; tests products; provides or performs demonstrations of equipment or software as needed.

Responsibilities

• Answers, evaluates, and prioritizes incoming telephone, voice mail, and e-mail requests for assistance from users seeking information about or experiencing problems with hardware and software from specified technologies
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error
• Determines whether problem is caused by hardware or software
• Handles problem recognition, research, isolation, resolution and follow-up for routine and complex problems
• Logs and tracks calls using problem management database, and maintains history records and related problem documentation
• Calls software and hardware vendors to request service regarding defective products
• Provides demonstrations of hardware and/or software as needed; installs hardware, software, and peripheral equipment to duplicate customer problems; performs product testing; produces documentation for internal and external use; attends training
• Consults with customers to recommend solutions and/or configuration changes
• Other duties as assigned
• Regular attendance is an essential function of the position
• May require work hours outside normal operating hours

Reporting Relationships

Receives supervision commensurate with knowledge, experience, and initiative. Supervision may include technical advice, coaching on interpersonal interaction, or instruction in broad policies and quality standards. The goal of supervision is to develop the employee to the point that they require decreasing supervision and are able increasingly to make independent decisions.

Has daily personal contact with co-workers and immediate management; daily phone contact with customers and vendors; occasional contact with executive management.

Requirements

• Must be Cisco CCNA Certified (current non-expired)
• Working knowledge (1 year minimum) of Video and Voice Conferencing Equipment and Technology
• Knowledge of Cisco Unified Collaboration Video Conferencing Products (WebEx / CUCM / Video Endpoints / Infrastructure / Control Hub) preferred
• Help desk experience
• Willingness to participate in After-hours Support program
• Willingness and ability to work outside of regular scheduled shift hours
• Customer service experience, both in person and over the phone
• Ability to speak English plainly and to be easily understood over the phone
• Ability to understand spoken English, both technical and colloquial
• Ability to learn quickly
• Experience with IP networks and networking preferred
• Experience with communications concepts and technologies
• Experience with business data products and services
• SAP experience

Physical Requirements

• Ability to sit at a computer terminal for long periods of time
• Ability to be physically in attendance at workstation at designated company office location during normal business hours designated for this position
• Ability to travel 5% of the time
• Ability to lift up to 50 pounds

Benefits

• Medical/dental/vision coverage
• Life insurance
• 401(k) plan with matching provision
• 128 hours of paid time off (PTO) each calendar year (prorated for date of hire; accrual in California)
• 10 paid company holidays

Pay

Compensation Range: $55,000 – $60,000. Actual annual salary offered will be based on a number of variables including work experience, education and skills/achievements, and will be mutually agreed upon at the time of offer. This position is not eligible for a variable pay component as part of the hiring range.