Cisco HTTS Customer Support Engineer in St Leonards, Australia
HTTS Customer Support Engineer
Location: St Leonards, NSW, Australia
Area of Interest Engineer - Network
Job Type Professional
Technology Interest Networking
Job Id 1230924
What You'll Do
As a HTTS Customer Support Engineer, the position has the following responsibilities:
Ø Provides technical support to high value premium customers globally (including but not limited to software and hardware upgrades, reactive and proactive maintenance windows, detailed root cause analysis)
Ø Solves product and network problems of high complexity by quickly isolating and resolving issues
Ø Increase customer network uptime by providing independent consultation to solve complex network and product problems, including pro-active/beyond the fix recommendations
Ø Provides a technical focus support service that builds trust and enhances customer affinity
Ø Effectively utilizes Cisco’s world class lab facilities to simulate customer network issues
Ø Provides systems/product training and intellectual property material (internal and external)
Ø Submits complete and correct defect reports in area of expertise
Ø Be a strong Customer Advocate, willing to go that extra mile and have a passion for delivering a world class un-paralleled Customer Experience
Ø Good business judgement, a comfortable, open communication style, and a willingness and ability to work with teams. Ability to quickly establish credibility with the customer as well as work collaboratively and with technical professionals.
Ø Highly focused on results and business outcomes, with a willingness and perseverance to make things happen through effective decision-making abilities
Ø Partner with BU Escalation for product issues and enhancements
Ø Work closely with their colleagues to achieve common goals
Ø Strives to achieve technical excellence and expertise across multiple technologies
Who You'll Work With
Ø The Premium HTTS team and some of the industry's brightest minds in developing and deploying today's most advanced Internet technologies. In this role, you will gain insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain. The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology.
Ø A globally dynamic, diverse and passionate HTTS team that provides 24x7 worldwide technical support
Ø A Sydney based team of engineers with varying years of experience (from 2 years to 10+ years)
Ø Multiple stakeholders such as Operational Manager (HTOM), Focal Engineer (HTE), Engineering Escalation team and Professional Services Engineer (AS)
Who You Are
Ø 7+ years of IP Networking Experience; working knowledge of Networking industry, products and protocols
Ø 7+ years of experience designing, deploying, configuring, supporting, troubleshooting, debugging and administering
Ø 5+ years of experience with Cisco products; 7600, GSR, ISR, ASR, CRS, Nexus 7k/5k, Catalyst Switch
Ø Expert level knowledge in 1-2 of the following and strong knowledge in other areas of: IP internetworking, SP Routing, DC Switching, Security, Server Virtualisation, Collaboration (ICM, IPCC & Applications), Wireless, ATM, SAN, CDN, Optical. IP Routing protocols (IGRP, OSPF, EIGRP, BGP, MPLS)
Ø Excellent verbal, written, analytical and troubleshooting skills
Ø Ability to handle critical customer issues/problems – proven crisis management skills
Ø Able to determine problems and deliver known solutions with a high level of customer satisfaction
Ø Ability to determine and provide root cause analysis
Ø Active participant in virtual technology teams within Cisco Services. Interacts across TAC teams and development teams at peer level. In-depth knowledge of network management, network availability.
Ø Ability to work effectively with and provide guidance to other members of the team/workgroup
Ø Receives minimal supervision
Ø Be adaptive to change as the business evolves to meet customer requirements
Ø Flexible: Autonomous worker with team spirit (essential)
ü Eager to learn. Technical aptitude to assimilate new learning quickly (essential)
ü Out-of-the-box thinker (essential)
ü Able to take initiative and drive change (essential)
ü Performs well under pressure and in disruptive environments where priorities can change in response to customer demand (essential)
ü Excellent customer management skills (essential)
ü Team player (essential)
ü Works on problems of diverse scope where analysis requires evaluation of identifiable factors.
Ø Strong documentation skills; to be utilized for case management, knowledge capture, defect management and training
Ø Working knowledge of handling network down situations; this role will be handling S1/S2 Service Requests with limited supervision
Ø Ability to drive recreates remotely; many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolve
Ø CCIE or other top level industry certification (MCSE, Linux, VMware) is highly desirable / preferred
Ø Is from a Service Provider or Telecom Background
Industry or Sector Experience:
Ø Prior experience in a technical support capacity (advantageous)
Ø Prior experience of high-level technical problem solving (essential)
Ø Typically requires BE/BS in a technical field (CS/EE preferred) and/or equivalent plus 5 years related experience
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