**Application window is expected to close on 31/May/2025. However, the job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

***The successful applicant will be performing work in Canadian Critical National Infrastructure and / or Canadian government classified environments, and therefore, must be a Canadian Citizen or Permanent Resident. This position may also perform work that the Canadian government has specified can only be performed in country by a Canadian citizen. Government of Canada SECRET Level clearance is desired or the successful applicant must be able to obtain a Canadian Government Security Clearance ***

The work location for this role is Kanata, Ontario, Canada. Meet the Team

As part of the Cisco Canada Customer Experience organization (CX), you will work with the Canadian Secure Technical Services (CSTS) team, providing personalized technical support to government and public sector customers. This role involves engaging closely with customers' engineering and operations teams, along with various Cisco partners such as Cisco TAC, service delivery, service sales, customer account teams, and product engineering teams. By building strong relationships, you will become a trusted technical resource for customers. The Cisco High Touch Technical Support (HTTS) team tackles complex and exciting issues for some of Cisco Canada's top clients, offering a unique opportunity to master the newest technologies and products. You'll grow your skills in a dynamic, team-oriented environment, collaborating with some of the industry's brightest minds to deploy and support cutting-edge Internet technologies.

Your Impact

As part of Cisco Canada’s Public Sector Canadian Secure Technical Services (CSTS) team you will:

Provide expert level consultation and troubleshooting for network topologies involving Cisco switching/routing products, SD-Access, Catalyst Center, and SD-WAN.Work with a multi-functional team to support customers during critical network issues and handle a caseload of customer issues. Aim for total customer satisfaction by identifying, documenting, and resolving issues in a timely and efficient manner.Address problems of diverse scope and complexity, requiring detailed analysis and data correlation.Lead problem resolution efforts with internal partners.Provide systems and product training to customers and contribute to building a technical support knowledge base.

Minimum Qualifications

Security Clearance: Canadian Citizenship with ability to obtain a Canadian Government Security Clearance.
Cisco Networking Solutions: Expertise in Cisco SD-Access and hands-on experience with Cisco Catalyst Center for campus network management. Proficient with Cisco Catalyst 9k platform.Routing and Switching: Skilled in configuring and supporting IP routing protocols, including OSPF, ISIS, BGP, PBR, BFD, PIM, IGMP, and VPN protocols like DMVPN and GRE. Proficient in layer 2 switching protocols such as VTP, STP, MST, RSTP+, VLAN Trunking, EtherChannel, and 802.1X VLANs.Communication skills: Strong communication skills with experience in problem-solving & troubleshooting in a highly collaborative working environment, including remote colleagues.Education: BS in a technical field (CS/EE preferred) or equivalent with 8+ years of relevant experience.

Preferred Qualifications

Language Proficiency: Proficiency in both English and French is highly desired.Technical Support: Experience with incident management, reactive support operations, or solving sophisticated technical problems.Cisco Routing and Switching: Experienced with Cisco routing platforms such as ISR, ASR, 7600, and switching platforms including 2900, 3600, 3750, 3650, 3850, 4500, and 6500 series.Cisco Security: Knowledge of Cisco Identity Services Engine (ISE) and Trustsec.SD-WAN Technologies: Knowledgeable in Cisco’s SD-WAN technologies and experience in configuring devices for controller and edge router deployments.Leadership: Assertive communication and technical leadership skills, especially in fixing scenarios over WebEx or telephone conversations.Certifications: Professional or expert-level Cisco network certification (CCNP, CCIE) or equivalent technical/networking knowledge is preferred.#WeAreCisco

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