Cisco 1230590 - Cloud Management Services - Customer Support Engineer in RTP, North Carolina
1230590 - Cloud Management Services - Customer Support Engineer
Location: RTP, North Carolina, US
Area of Interest Engineer - Network
Job Type Professional
Technology Interest Networking
Job Id 1230590
What You'll Do
Technical Services at Cisco is a team of world-class experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Your career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!
Cisco Cloud & Managed Services (CMS) group seeks a Customer Support Engineer with expertise in Cisco Routing and Switching Technologies. As a Customer Support Engineer in our world-class team you will gain hands-on 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.
You will also receive extensive training and development both technical and leadership/customer skill areas.
Who You'll Work With
The team is group of highly skilled, dynamic, diverse, and passionate engineers who go above and beyond in assisting not just the customer but also their teammates and peers. "Work hard, play harder" is the motto of the team.
The team is a good mix of engineers with varying years of experience (from 3 years all the way to 12 years) in Cisco technologies and solutions, and each-and-every-one of them bring great value to the table.
Our team has global presence located in 2 US centers, 3 centers in EMEA and 2 India centers
Who You Are
Act as a focal point for high impact, large account problem resolution
Works on complex problems where analysis of situations requires in-depth evaluation of factors
Participate in daytime and night/weekend on-call rotation
Troubleshoot complex enterprise networks to quickly resolve downtime and outages
Create Methods Of Procedure (MOP) and action plans for post-sales projects
Develop expertise in specific areas (i.e. technology, product). Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...)
Manage issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction
Effectively communicate issues to engineers within the support team, and resolutions/work-around to the customer
Receive minimal supervision, no instruction on routine work, and general instruction on new assignments
Perform ad hoc analyses and tasks as assigned
Provide guidance and leadership to less experienced engineers
May require some travel to customer locations in this role
Minimum of 6-10+ years' experience in network support
Wireless Subject Matter Expert with experience in supporting large Enterprise and Retail customers
Strong background and experience managing Wireless LAN Controllers and Access Points
Ability to troubleshoot complex wireless networks and subcomponents of the networks (routers/switches)
Strong practical knowledge of troubleshooting Routing and Switching protocols BGP, EIGRP, OSPF, and STP
Strong practical knowledge of protocols including Multicast, HSRP, TCP/IP, IPSEC, and Frame-Relay
Strong practical knowledge of Cisco platforms including 6500, FWSM, and ISR series routers
Proven crisis management skills
Strong analytical, problem solving and organizational skills
Strong written and verbal communication skills
BS in Engineering/Computer Science/IT and/or equivalent experience
Prior experience in support of remote customer networks required
ITIL certifications a plus
CCIE highly desired
At Cisco, each person brings their unique talents to work as a team and make a difference.
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