The Business Entity

 

Cisco Managed Services (CMS) organization seeks a customer support engineer to join a team of extremely talented engineers supporting strategic accounts. 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 technology. The successful candidate will have a track record and desire to excel at both technical issue resolution and customer management.

 

Meet the Team

As part of the Cisco CMS organization, you will be part of a dynamic, fast paced and supportive team that will build you up as you manage the technical support for some of Cisco's biggest customers. You will be given the opportunity to work alongside many of Cisco's Technical and Advanced Service organizations and will receive unique insight into the IT services industry all the way from pre-sales to day 2 support as an engineer focused on some of Cisco’s key customers.

Roles & Responsibilities:

•        Ensure 24/7 availability of the production environment and supporting critical customer operations

•        Participate in Change Advisory Board Review Meetings internal and with customer

•        Supporting the root cause analysis process, and ensure remediation of major issues

•        Ability to provide assistance in a support capacity with problem and incident resolution and assume major incident and problem ownership and accountability

•        A strong understanding of the ITIL framework and its application in a production environment.

•        Troubleshoot & resolve the incidents and problem tickets within SLA/SLO

•        Develop and maintain a working knowledge of existing and new technologies and be able to tie the design and implementation of infrastructure to the managed components

•        Performs Troubleshooting and Diagnosis of Complex Issues

•        Provide input to continuous improvement and process change suggestions

•        Provide phone/email consultation to independently debug complex network problems

•        Provide systems/product training to peers within the team

•        Take ownership and accountability expectations in managing cases and customer situations

 Attributes of a Successful Candidate

 We are looking for new talent with the following qualities and skills:

•        Ability to work in a fast-paced, high-pressured, cross functional, cross country, territory and theatre environment

•        Demonstrate high-level of maturity and confidentiality

•        Attention to detail and stellar interpersonal skills

•        Possess strong presentation and communications skills

•        Have strong time management skills

 

Required Skills

 

In-depth knowledge of the following areas: Data Centre Networking and Data Centre Products. You should have good experience in Networking industry experience and knowledge of products and protocols. Proficiency in the following technologies: TCP/IP, Routing Protocols (OSPF, RIP, EIGRP, BGP), QoS, Multicast, MPLS. Data Centre – Nexus Routing & Switching, SDN, ACI, Troubleshooting experience using Wireshark, or other Protocol Analyzer. CCNP/CCIE Certification (R&S or DC Experience in the following products / solutions: Cisco Nexus 2000, 3000, 5000, 7000, 9000,  ACI, APIC, VXLAN Should have good exposure in troubleshooting ACI devices. Working knowledge of L4-L7 Load Balancing NetScaler, Firewall/Security Products desirable. Knowledge of Python, API’s and/or other programming languages is beneficial. Knowledge of virtualization products like VMware, OpenStack etc. Good to have knowledge of security firewall products. Should be a very good team player. Ability to Assertively communicate and demonstrate Technical Leadership on Troubleshooting scenarios, especially over WebEx / telephonic customer conversations.

 

 

Education & Experience:

 

Typically requires Bachelor's degree in a technical field or equivalent 3-6 years related Data Centre and Network related experience

Preferred CCNA/CCNP/CCIE Certification (R&S or DC)

·        8-12 years of experience in Data Centre technology at a Network Operations Center or Technical Assistance Center

·        Strong technical experience to include ACI, Data Center, Cloud & Virtualization technologies

·        Ability to work with internal and external executive level customers with confidence while providing an exceptional experience

·        ITIL

 

 

 

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