Capgemini
Website:
capgemini.com
Job details:
Job Description
Role Overview
The L2 Licensing Support Engineer is responsible for providing advanced (Level 2) support for Cisco Software Licensing issues, ensuring end-to-end resolution and seamless customer experience. This role also includes Licensing Operations escalation handling and proactive customer enablement to drive licensing adoption and optimization.
Key Responsibilities 1. License Service Delivery
- Provide Level 2 (L2) support for Cisco licensing cases.
- Monitor and manage cases via Cisco tools (e.g., CSONE) with full ownership of assigned cases and chats.
- Investigate, troubleshoot, and resolve cases escalated from L1 teams (GLO, TAC, and internal Backbone teams).
- Collaborate with L3 teams (IT, Business Units, Trade Ops etc.) for dependent issue resolution.
- Maintain accurate and detailed documentation of case activities, communications, and updates in ticketing tools as per standards.
- Identify recurring issues, systemic defects, and improvement opportunities; escalate to relevant Cisco teams.
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