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Contact Center (Outsourcing)


Cisco Managed Services (CMS) group seeks an experienced Collaboration Engineer with expertise in Cisco Networking Technologies. As a Technical Consulting Engineer in our extraordinary team you will gain real-world experience and the ability to earn industry-leading certifications. You will be a strategic partner to our customers, saving their business from the impact of network incidents, solving and preventing the recurrence of technical issues. You will solve our customers’ toughest problems, ensuring that our customers get expected business outcomes, providing a superior customer experience.


Advanced Speaker. English Level 85% or above (must).
Schedule flexibility (must).
CCNA certified or at least all modules completed (must).
Minimum of 9 months experience in a networking role. (must)
Advanced knowledge of IP telephony, collaboration, and video technologies
Experience working with Cisco equipment or networking (configuration, troubleshooting)
Knowledge of routing and switching technologies (including experience dealing with carriers).
Knowledge in Linux Operating system.
Able to resolve problems and deliver solutions with a high level of customer satisfaction.
Excellent written and verbal communication, interpersonal and presentation skills.
Ability to function effectively in ambiguous circumstances.
Crisis management and leadership skills.
Planning, prioritization, and organization skills.
Data analysis capacity.


Ability to analyze, configure and fix large complex networks with mixed media and protocols.
Effectively utilize complex lab setups to duplicate and solve problems and validate planned changes to software and hardware design.
Provide remote troubleshooting support to resolve collaboration related issues
Follow-through on all UC Incident tickets assigned to Level 2 bin and their resolution; move complex issues from Level 1 to Level 2 bin
Engage peer technical teams in Cisco Professional Services and TAC for assistance on RMAs and complex issue support
Coordinate field services as needed for onsite support
Follow the defined communication procedures for incident updates
Strictly adhere to processes to update the tickets with relevant and accurate notes
Priority support for identified key customer employees and critical issues

Enviar CV: sourcingcostarica@foundever.com

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Para solicitar este trabajo envía un correo electrónico con tus detalles a andres.hernandez@foundever.com