Technical Systems Engineer (Hybrid)

MEET THE TEAM
At Cisco, the IT Workforce Collaboration (ITWfC) team is dedicated to delivering an exceptional workplace experience - enabling our people to collaborate, innovate, and perform at their best. Our Collaboration Services group leads with Cisco's brand new technologies, powering the future of work through Webex Messaging, Meetings, and Video Collaboration Devices. We are innovators, accelerators, and transformers - designing agile and scalable experiences for a global workforce. You'll be a key member of the Meeting, Messaging and Advanced Cisco Experience within Cisco's IT Workforce Collaboration organization, partnering daily with peer engineers, architects, IT service managers, and Cisco product teams to deliver an unmatched collaboration experience for all Cisco employees worldwide.
YOUR IMPACT
* As a Technical Systems Engineer, you will:
* Provide operational support for Cisco Webex Calling, Messaging, Meetings, and Video Collaboration devices globally.
* Act as a technical customer concern point for complex issues impacting collaboration services and endpoint technologies.
* Participate in global enterprise projects focused on collaboration technology rollouts, upgrades, and service improvements.
* Support the deployment, configuration, and management of Webex devices.
* Fix and resolve issues across Webex applications, collaboration endpoints, and supporting network components (firewalls, VPN, Wi-Fi, VLANs).
* Collaborate with engineering, product teams, and vendors to ensure high availability and quality of collaboration experiences.
* Assist with new product introduction (NPI) validation, feature enablement, and user acceptance testing (UAT) for new solutions.
* Participate in an on-call rotation to provide 24x7 Tier 2/3 coverage for critical incidents.
* Document solutions, technical designs, solve guides, and contribute to operational standard methodologies.
MINIMUM QUALIFICATIONS
* Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent work experience, with 3-5 years of IT experience supporting enterprise collaboration environments.
* Solid practical experience supporting Cisco Webex Meetings, Messaging, Control Hub, and Video Devices.
* Understanding of collaboration back-end systems (CUCM, Expressway, CUBE, WbxCalling a plus) and essential concepts of IP telephony.
* Strong fix skills across collaboration platforms and supporting network layers (firewalls, VPNs, VLANs, Wi-Fi), including practical experience with Unix/Linux console commands.
* Experience with enterprise ticketing systems (e.g., ServiceNow) and Agile tools (e.g., Jira), alongside strong documentation skills for creating clear technical content.
PREFERRED QUALIFICATIONS
* Cisco certifications: CCNA Collaboration, CCNP Collaboration, or equivalent.
* Experience supporting high-visibility users (executives, critical incident handling).
* Familiarity with Agile or DevOps practices, and some experience with Dev and/or AI Ops.
* Experience with telemetry, analytics, and reporting tools (e.g., Webex Control Hub advanced analytics, ThousandEyes).
* Project experience (global deployments, technology pilots, or major upgrades).
For this role is required to be willing to participate in an on-call rotation, including some weekends.
Why Cisco?
At Cisco, we're revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We've been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.