*Additional Location(s) or Information:*
*Job Category:* Customer Service
*Level of Experience:* Experienced - Non Manager
*Requisition #:* R1026219
*Description:*
*[[ The Business Entity ]]*
Cisco Collaboration Technology / Japan Technical Assistance Center / Japan Technical Services
* [[ The Team ]]*
Japan TAC Collaboration team, providing professional technical support for Collaboration products like CUCM, IP-Telephony, UC Application and Telepresence, to resolve customers' issues and closing the customer trouble ticket efficiently.
* [[ Role & Responsibilities ]]*
- Responsible for technical support for Cisco Collaboration Products, CUCM, IP-Phone, UC Application, Contact Center, etc and Telepresence system
- Collect necessary logs and information for troubleshooting, and provide workaround and solution
- Take responsibility until problem resolution (Create test environment for complicated network setup, coordinate with overseas development teams and other related teams)
- Serve as the technical escalation point and provide technical solutions for problems that cannot be resolved by internal technical support teams of end-users and partners
* 【職務内容】*
・Cisco Collaboration 製品、CUCM, IP-Phone, UC Application, Contact Center, Telepresence system などのテクニカルサポートを担当
・障害解決のために必要な情報の収集やログ解析を行い、障害に対する回避策及び解決策を提供する
・複雑な構成による検証環境の構築を行ったり、海外の製品開発部門やその他関連部門と緊密に連携して、問題解決まで責任を受け持つ
・テクニカルな面においては日本における最終的なエスカレーション先となり、製品導入先のユーザや販売代理店のサポート技術者が解決できない問題に対する調査とソリューションの提供を行う
* [[ Minimum Qualifications - Experience ]]*
- 3+ years of experience.
Development or Technical Support for Unified Communications technologies: VoIP, Video conferencing system, etc.
- Experience of co-working with foreign engineers by communicating in English
- Experience of advanced troubleshooting complex problems by analyzing packet capture or debugging.
* 【経験】*
・3年間以上の VoIP 技術もしくはビデオ会議システム製品に関する開発経験、またはサポート経験
・海外エンジニアと英語でコミュニケーションを行い、協調して問題解決を行った経験
- デバッグやパケットキャプチャの解析による複雑な問題のトラブルシューティング経験
* [[ Minimum Qualifications - Skills ]]*
- Language: Japanese - Business Level
- Language: English - TOEIC Score of minimum 700 points
- No difficulty in reading and understanding English technical manuals about RFC, IEEE, etc.
- Critical and Logical thinking for problem solving
- Able to write business reports (e.g.
reports for customers, partner)
- Strong communication and negotiation skills
* 【スキル】*
・日本語：ビジネスレベル
・英語：TOEIC 700点
・RFC や IEEE 等の英語技術文書を抵抗なく読み、理解できる能力
・問題解決のためのクリティカルシンキング、ロジカルシンキング能力
・ビジネス文章が書けること (社外向け報告書など)
・社内関連組織やお客様との交渉・折衝能力
* [[ Desired Skills ]]*
- Experience as an Administrator or basic knowledge about Linux, VMware
- Experience of programming (C++, Java, Python, etc...)
- Working knowledge of Networking industry, products and protocols
- Certification: CCNA / CCNP / CCIE Collaboration, RHCE, VCP, VCAP
* 【その他の経験・スキル】*
・Linux / VMware システム管理
・C++、Java、Python 等によるプログラミング経験
・ネットワーク業界での勤務経験、基本的なネットワークの技術知識
・CCNA, CCNP, CCIE R&S / Collaborationの有資格者
* [[ Personality ]]*
- Willingness to improve and welcomes challenges
- Positive attitude
- Reliable and trustworthy in negotiating with other people
- Strives to attain personal goals
- Team player, understands the importance of teamwork
* 【人物面】*
・チャレンジ精神と向上心に富んだ人
・常に変化を前向きに捉えてポジティブに行動ができる人
・粘り強く誠意を持って真摯に他者と交渉できる人
・目標達成に向けて真摯に努力できる人
・チームワークを発揮して仕事ができる人
* About Cisco*
The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide.
We are pioneers and have been since the early days of connectivity.
Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services.
As Cisco delivers the network that powers the Internet, we are connecting the unconnected.
Imagine creating unprecedented disruption.
Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond.
Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work.
With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.
*Job Type:* Experienced
*Opportunity Category:* Video, Collaboration
*Customer Support Engineer*
*Tokyo JP*
*R1026219-en_US*