Customer Support Engineer - Weekend Shift

Cisco Systems, Inc. San Francisco , CA 94118

Posted 3 weeks ago

Who You Will Work With

Cisco Umbrella is looking for a Customer Support Engineer to join our Support Team in San Francisco. At Cisco Umbrella, Customer Support is marketing. Helping our customers is the best way to add value to our brand and you are our ambassador in this mission. This is an opportunity to join a fast growing medium-sized global team where you will be able to offer first-class technical expertise for an established product used and loved by tens of millions around the world. You will act as the customer's champion ensuring that Cisco Umbrella provides them with the best possible experience.

What You Will Do:

  • Work weekends. (Saturday
  • Wednesday or Wednesday

  • Sunday)

  • Respond to user support requests

  • Diagnose and provide solutions to technical issues

  • Research issues while maintaining communication with end users.

  • Escalate issues to Tier II and Tier III support, as needed

  • Create end user documentation and recommend procedure changes to improve efficiency.

  • Multitask efficiently

  • Maintain composure in a fast-paced professional environment

  • Problem solve accurately, creatively and efficiently

  • Communicate effectively

  • Work well in a global team environment

What You Will Have:

Minimum Qualifications

  • Familiarity troubleshooting/understanding LAN/WAN environments, Active Directory, DNS, multiple OS platforms

  • Strong verbal and written communication skills for answering technical questions with customer follow-up

  • Relevant technical experience

  • Love helping customers and delivering satisfaction.

  • Superior customer service skills

  • Customer Focused.
  • A desire to expand your skills, move into new areas.

  • Detail oriented and analytical

Desired Skills

  • 1-3 years relevant work experience.

  • College/University degree in Computer Science/Information Systems or equivalent experience.

  • Cisco certifications: CCENT, CCNA

  • Strong oral communication skills, including the ability to present technical information in user-friendly language.

  • Strong team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolve.

  • Ability to handle constantly changing flow of traffic remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.

  • Ability to prioritize and work responsibly with or without direct supervision.

  • Familiarity with ZenDesk, JIRA

  • Previous experience with enterprise SaaS

Why Cisco

We connect everything people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

We Are Cisco.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
IT Support Engineer
New!

Taosmountain

Posted Today

VIEW JOBS 11/14/2019 12:00:00 AM 2020-02-12T00:00 <strong>THIS IS NOT A REMOTE OPPORTUNITY / NO THIRD-PARTY VENDORS</strong><br />  <br /> Taos is immediately hiring an <strong>IT Support Engineer </strong>to work with a cutting-edge health tech company in <strong>San Francisco</strong>!<br />  <br /> <strong>Who you are:</strong><br /> You are a seasoned IT professional who is passionate about providing exceptional customer service and desktop support. You thrive on the success of a job well done and are driven by proactive results. You’re anxious to bring your talents to an in-house IT team, supporting onsite and remote users in an active 24/7 environment. You’re adept at simplifying complex technology, assisting users with desktop/laptop systems, various software apps and other tools to achieve optimal productivity. You’re excited about stepping into this high-visibility support role at a rapidly growing enterprise.  <br />  <br /> <strong>What you’ll be doing:</strong> <ul> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Processing new hire and termination requests, imaging and deploying laptops to new hires and facilitating IT onboarding</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Monitoring and triaging incoming tickets in the IT Helpdesk ticket queue</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Providing timely response to all issues, updating internal customers on status, and soliciting additional information as needed</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Researching technical solutions regarding department-specific applications</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Troubleshooting, diagnosing, and resolving desktop, laptop, and network/mobile issues</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Following-up with end users, provide feedback, and seeing problems through to resolution</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Participating in a rotation to provide after-hours/weekend on-call coverage</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Adhering to service level agreement standards</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Developing and documenting procedures and effective end user instructions</li> </ul>  <br /> <strong>What you’ll bring with you:</strong> <ul> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">5+ years of hands-on desktop support experience required</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">High energy and ability to work independently in a very fast-growth environment</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Extensive knowledge and hands-on experience with Microsoft operating systems, desktop/laptop deployment and imaging solutions, Microsoft Office Suite/O365</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Ability to intuitively troubleshoot and resolve hardware and software issues</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Solid understanding of networking, and its use in a typical corporate environment (e.g. TCP/IP, DNS, DHCP, VPN)</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Excellent customer service skills</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Ability to communicate effectively, verbally and in writing</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Self-sufficient, self-managed, self-motivated</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Ability to work independently and with a team of technicians</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Must have good people skills, working directly with end users both in person and on the phone</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Knowledge of iPads, iPhones, Android a plus</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Microsoft certifications a plus</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">College degree in IT or related field a plus </li> </ul>  <br /> <strong>Who is Taos? </strong><br /> Taos is a comprehensive technology services company that simplifies today’s complex digital landscape by providing both strategic and technical guidance while implementing transformative solutions. As part of the nation's technology landscape since 1989, we offer opportunities that will allow you to achieve your career goals and objectives.<br />  <br /> We're changing the face of some of the most innovative companies with our diverse solution offerings, exceptional talent, and thought leadership. Our clients look to us first for advice, insight, and support, driving us to relentlessly focus on customer success.<br />  <br /> <strong>Let’s talk about us: </strong><br /> Some IT professionals watch their careers shoot straight up. Others spend years at one company after another struggling to get noticed and stay on top of developing technologies. If you are looking for a place that puts employees first while staying on the cutting-edge of technology, come to Taos. We’ll immerse you in multiple environments, give you access to the collaboration of a strong technical community, and expose you to innovation as it happens in real-time. With unparalleled adaptability, you have the opportunity to leverage Taos as an employer to be successful.<br />  <br /> <strong>Referrals: </strong><br /> We love referrals so much that we pay for them! If you know someone that you would recommend, send an email to <a>referrals@taos.com</a> or <a href="https://www.taos.com/contact-us/">Contact Us</a> and we will do the rest! We'll make sure that you receive the $1000 referral bonus after they are employed with us.<br />  <br /> <strong>Compensation: </strong><br /> Our compensation package includes a competitive salary, medical and dental insurance, 401k, paid vacation, sick time and holiday pay, plus loads of free training (Puppet, Chef, Nagios, LAMP Stack, PMP, ITIL, Python, etc.)!<br />  <br /> <strong>How to apply: </strong><br /> If you’re interested in this position or know someone who is, please email your resume (Word or PDF format) and contact information to <a>opportunities@taos.com</a>.             <br />  <br /> Taos Mountain, LLC is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, religion, color national origin, sex, age, status as a protected veteran, or status as a qualified individual with disability.<br />  <br /> Veterans are encouraged to apply!<br />  <br /> <strong>E-Verify Participant:</strong><br /> This employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. Please go to <a href="http://www.taos.com/join-our-team/">http://www.taos.com/join-our-team/</a> and review the E-Verify Participant and Right to Work links for more information.<br />  <br /> #LI-POST<br /> #DICE<br />   Taosmountain San Francisco CA

Customer Support Engineer - Weekend Shift

Cisco Systems, Inc.