At a Glance
- Tasks: Provide top-notch technical support for Canadian Critical National Infrastructure and government clients.
- Company: Join Cisco, a leader in tech innovation and collaboration.
- Benefits: Competitive salary, flexible vacation, health benefits, and opportunities for professional growth.
- Other info: Dynamic team environment with endless opportunities for career advancement.
- Why this job: Make a real impact on critical infrastructure while working with cutting-edge technology.
- Qualifications: 5+ years of experience in technical support and strong problem-solving skills required.
The successful applicant will be performing work in Canadian Critical National Infrastructure and/or Canadian government environments, and therefore, must be a Canadian Citizen or Permanent Resident. This position may also perform work that the Canadian government has specified can only be performed in country by a Canadian citizen. Must have the ability to obtain a Canadian Government Security Clearance.
Location requirement: Live in Ottawa, Canada or willing to re-locate.
MEET THE TEAM
The Canadian Secure Technical Services (CSTS) team provides leading-edge technical support to our Large Enterprise and Government customers via phone, email, web, remote access and onsite, transforming the way our customers meet their critical mission and business needs. Support is provided to customers to troubleshoot & debug product problems independently. Through collaborative tools, Cisco intellectual capital and best-in-class technical expertise, we ensure the stability, reliability, performance and security of Canadian critical infrastructure networks.
YOUR IMPACT
As part of Cisco Canada Customer Experience organization (CX), you will be providing personalized “white-glove” technical support to Canadian Critical National Infrastructure customers. You will serve as the escalation point for network issues, leading problem resolution during network outages with precision and authority. This role involves engaging closely with customers' engineering and operations teams, along with various Cisco internal teams such as Cisco global TAC, product engineering, professional services, service sales and customer account teams.
Role Responsibilities:
- Provide 2nd and 3rd Tier technical support on debug device and network level issues and become a trusted technical resource for customers through building strong relationships with customers and Cisco internal teams.
- Develop shared lab environments to simulate customer network environments, troubleshoot customer issues and find effective resolutions.
- Translate technical challenges into direct feedback to influence how we build our products.
- Develop automation assets and AI-driven tools to make our service delivery easier.
MINIMUM QUALIFICATIONS
- BS in a technical field (CS/EE preferred) or equivalent with 5+ years of relevant experience and minimum 3+ years hands-on experience with debugging & troubleshooting Cisco Unified Communications Server (CUCM) and Voice/Video endpoints.
- Demonstrable experience in break/fix problem-solving & troubleshooting.
PREFERRED QUALIFICATIONS
- Experience with Cisco IM&P servers and Jabber highly desired.
- Experience documenting technical issues in incident management systems and providing clear, written status updates to collaborators.
- Experience working with Public Sector or high-security clients, with an understanding of their specific operational and compliance requirements.
- Expert-level certification such as CCNP / CCIE or equivalent industry credential.
- Bilingual proficiency in Canadian French and English is highly desired.
Technical Consultant employer: Cisco Systems, Inc
Cisco is an exceptional employer that fosters a collaborative and innovative work culture, particularly for the Software Technical Leader role based in vibrant Vancouver, BC or Toronto, ON. Employees benefit from a strong emphasis on professional growth through mentorship opportunities, cutting-edge projects in cloud-native services, and a commitment to work-life balance, all while contributing to meaningful solutions that shape the future of technology.
