What You'll Do

Responsibilities:

• Providing employee technical support services: including responding to inquiries, resolving technical issues while taking extreme care of user data, continuously improve and streamline support services .
• Managing walk-in and online casework: responsible for managing local cases, ensuring case completion within the specified Service Levels, assigning tasks to team members, and updating clients and case daily.
• Coordinating with OEM partners, repairing hardware repair and updating /escalating status as needed.
• Leading projects: leading or assisting with the implementation of IT projects and technical initiatives, which includes audits or service improvement programs.
• Creating documentation: partnering with our Knowledge Management team on creating technical documentation, including standard operating procedures, user manuals, installation guides, and system configuration documents.
• Developing training programs: delivering training programs, as needed, to Cisco support staff.
• Managing IT inventory: managing onsite IT inventory, including ordering and coordinating equipment and supplies, tracking inventory levels, and ensuring that equipment is properly and securely stored and maintained.
• Providing onsite event support: providing technical support services at business events occurring onsite and off-site.

Who You'll Work With

Who You Are

Minimum Qualifications

• You have achieved a BS Information Technology, Computer Science or equivalent
• You have 5+ years’ experience in a Customer Support or Technical Support related position
• You possess incident management systems and reporting systems experience. (Service Now Preferred) and have a broad understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.
• You are an excellent communicator (written and verbal), creative, willing to work flexible hours, and have strong process leadership skills

Preferred Skills

• CCNA
• CompTIA A+, Apple Certified Support Professional
• ITIL Foundation

We Are Cisco

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break, and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take ambitious steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.