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Customer Support Engineer - TAC Switching (5-9 Years)

2 - 3 years
Posted: 2019-02-12

Software Engineer/ Programmer
Posted On
12th Feb 2019
Job Ref code
Job Description
Job Description:

What You'll Do
As a Solutions Support Engineer you will provide remote expert level Technical services on a worldwide basis for the Digital Network Architecture/Software Defined Access Solutions including DNA Assurance and Automation to customers and partners. The DNA/SDA Solutions team is part of Customer Experience Global which is a team of world-class technical 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 business outcomes for our customers and partners including industry recognition and high level of employee engagement.

Who You Are
Deliver expert level technical assistance and troubleshooting for resolving critical customer hardware and software issues at a solution level
Applies analytical skills and technical knowledge to solve product and network problems of moderate to high complexity
Effectively utilize moderate to complex lab setups to recreate and solve problems
Use professional expertise to identify and lead support initiatives to improve the supportability of processes and solutions
Submit complete and correct software defect reports in his or her area of expertise
Act as a technical expert and provides support on a worldwide basis
Provide systems/product training both internally and externally and knowledge base material
Document all actions taken toward resolving customer issues in customer contact tracking database
You can handle a wide range of technical support problemsfrom simple application or network configuration fixes to deeply complex troubleshooting and problem resolution
Work with minimal supervision and exercise discernment within defined procedures to figure out appropriate action
Excellent collaboration, crisis management and communications skills
Working with customers, you can calmly handle critical network problems and can describe complex topics in a way that is appropriate to the expertise of the customer.
You have strong technical, analytical and troubleshooting skills and be able to resolve the root cause of network problems
Review customer data in the form of network topologies, and crash, log, or other diagnostic files for anomalies
You deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction
You are able to effectively engage resources outside their team to resolve issues which may include other technical support engineers, account teams, partners, and development engineers

Desired Qualifications
A minimum of 2-3 years in providing remote troubleshooting to global customers either in the Routing/Switching or Wireless technology area
You possess a fundamental working knowledge of computer and networking industry, products and protocols including:
oCampus Architectures
oRouting Protocols such as BGP, ISIS & LISP
oUnderstanding of Linux and Micro services systems
oMust have a Basic Programming/Scripting Skill (preferably Python)
oUnderstanding of Security in a Campus network including technologies like 802.1x and Cisco Trustsec (CTS)
oEither a good understanding and troubleshooting knowledge of Cisco Wireless products (WLC & APs) or Cisco Catalyst platforms (Cat3k, Cat6k and/or Cat9k)
oPreferably a CCIE certification
oStrong Written, Verbal and Presentation skills
oTypically requires BS in a technical field (CS/EE preferred) or equivalent plus 8 years related experience or MS in a technical field (CS/EE preferred)

Why Cisco
We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns.

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