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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tech Support Analyst - Cisco - **Company:** ScanSource - **Location:** Greenville, SC, United States - **Salary:** $55,000.0 - $60,000.0 - **Contract:** Permanent contract - **Skills:** Cisco Unified Communications Manager, Databases, Computer Terminals, Internet Protocol, SAP ERP, Cisco WebEx, Cisco - **Published:** September 4, 2026 - **Apply:** https://www.careerjet.com/job/us6cf766f446329a6bb7cf0826200db042/eaa ## About the Role * Must be Cisco CCNA Certified (Current non-expired). * Working knowledge (1yr minimum) of Video and Voice Conferencing Equipment and Technology. * Knowledge of Cisco Unified Collaboration Video Conferencing Products (WebEx / CUCM / Video Endpoints / Infrastructure / Control Hub) preferred. * Help desk experience. * Willingness to participate in Afterhours Support program * Willingness and Ability to work outside of regular scheduled shift hours. * Customer service experience, both in person and over the phone. * Ability to speak English plainly and to be easily understood over the phone. * Ability to understand spoken English, both technical and colloquial. * Ability to learn quickly. * Experience with IP networks and networking Preferred: * Experience with communications concepts and technologies * Experience with business data products and services * SAP Experience Physical Requirements: * Ability to sit at a computer terminal for long periods of time. * Ability to be physically in attendance at workstation at designated company office location during normal business hours designated for this position. * Ability to travel 5% of the time. * Ability to lift up to 50 pounds. ## Description This position provides technical expertise to internal and external customers in the form of pre- and post-sales technical support (via telephone, e-mail, web and other channels) on specified technologies; tests products; provides or performs demonstrations of equipment or software as needed. Essential Job Duties: * Answers, evaluates, and prioritizes incoming telephone, voice mail, and e-mail requests for assistance from users seeking information about or experiencing problems with hardware and software from specified technologies * Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. * Determines whether problem is caused by hardware or software. * Handles problem recognition, research, isolation, resolution and follow-up for routine and complex problems. * Logs and tracks calls using problem management database, and maintains history records and related problem documentation. * Calls software and hardware vendors to request service regarding defective products. * Provides demonstrations of hardware and/or software as needed; installs hardware, software, and peripheral equipment to duplicate customer problems; performs product testing; produces documentation for internal and external use; attends training. * Consults with customers to recommend solutions and/or configuration changes; * Other duties as assigned. * Regular attendance is an essential function of the Technical Support Analyst position. * This position may require work hours outside normal operating hours. Reporting Relationships: * Technical Support Analysts receive supervision commensurate with knowledge, experience, and initiative. Supervision may include technical advice, coaching on interpersonal interaction, or instruction in broad policies and quality standards. The goal of supervision is to develop the employee to the point that they require decreasing supervision and are able increasingly to make independent decisions. * The Support Analyst has daily personal contact with co-workers and immediate management; daily phone contact with customers and vendors; occasional contact with executive management. ## Related Videos - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Headless by Design: Building Enterprise Systems That Agents Can Actually Use](https://www.wearedevelopers.com/videos/100092-headless-by-design-building-enterprise-systems-that-agents-can-actually-use) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Introducing Digital Samba Embedded Video Conferencing API MCP Server](https://www.wearedevelopers.com/videos/1640-introducing-digital-samba-embedded-video-conferencing-api-mcp-server) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Data Analyst Salary in Switzerland](https://www.wearedevelopers.com/magazine/276-data-analyst-salary-in-switzerland) - [Best Companies to Work For in Berlin: Top 14 Companies in 2023 ](https://www.wearedevelopers.com/magazine/188-best-companies-to-work-for-in-berlin-top-14-companies-in-2023) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [Quick guide: How to write a Software Developer CV](https://www.wearedevelopers.com/magazine/37-quick-guide-how-to-write-a-software-developer-cv) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025)