- Entry level
- No Education
- Salary to negotiate
What You'll Do:
Designated to customer network to dedicatedly monitor, review and drive the resolution of all customer Service Requests.
Responsible for the Operation part of the network lifecycle - Network Planning, Design, Implementation, Operation and Optimization (PDIOO).
Provide support for complex Network Upgrades and Network Migration activities.
Perform root cause analysis and diagnosis of highly complex networking problems.
Build simulated networks in test labs to resolve highly complex problems.
Partner with Network Optimization Support (NOS) engineer(s) in providing service and support.
Function as a mentor to train other HTEs as well as real-time critical issue and response for support issues for Advanced Technologies under your charter.
Understand customer’s business goals and how the network operations support those business goals.
Possess detailed knowledge of customer’s network and ensure that the information is documented for HTTS TAC.
Develop and maintain strong relationship with customer and other Cisco teams.
Introduce new ways of working.
Act as the main focal point for highly complex network problem resolution
Who You'll Work with:
CX is a team of extraordinary technical guides whose #1 focus is to deliver exclusive customer experience. We help solve the toughest business challenges with network-centric solutions that accelerate customer and partner success and dedication. Our success is measured through outstanding financial results, growing customer happiness metrics, industry recognition, and employee happiness scores.
Cisco Focused Technical Support (FTS) services are priority network support services to expedite issue resolution and enhance operational efficiency. Focusing on strategic accounts and enterprise businesses with most important network operations, the team deliver the premium operational and technical support needed to preserve essential applications and meet changing business demands.
Who You Are:
7+ years in Networking experience and knowledge on Networking industry, products, and protocols
At least 5+ years' experience with Cisco Routing products such as 7600, GSR, ISR, ASR9k, CRS, Nexus 7k
Experience and in-depth knowledge of Industry standard Routing protocols (BGP, OSPF), MPLS, MPLS L2 VPN, MPLS L3 VPN, QoS.
Advanced Routing protocols troubleshooting expertise is mandatory.
Customer-centric with excellent skills in providing an unforgettable customer experience in each transaction
Ability to operate at all levels within the organization and multi-functional within multiple Cisco organizations.
Excellent verbal, written, content development and presentation skills.
Strong leadership, partnership, and program/project management skills.
Ability to investigate and analyze complex problems and decompose into actionable and measurable plans.
Self-motivated, strong initiative and be customer focused.
Drive and commitment to results with minimum supervision.
Good technical skills both in the Service Providers and/or Enterprise space.
At Cisco, each person brings their different talents to work as a team and make a difference.
Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
We connect everything – people, process, data and things – and we use those connections to change our world for the better.
We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
About the company
At Cisco, transforming the way people work, live, play and learn also includes being a great place to work. For 17 years, we’ve been named a Fortune 100 Best Place to Work, one of a handful of companies included on the list since its inception. And, we are among 25 companies acknowledged as a world’s best multinational workplace.
We’re proud of this recognition because it means, at Cisco, you will enjoy working flexibly, using our own market-leading collaboration technology to drive innovation; taking advantage of numerous health and wellness resources; pursuing exciting career opportunities, and participating in programs to help your local communities or fulfill philanthropic interests. And, you’ll be doing all of this while being part of a global team that is making a positive difference in the world.
Learn why Cisco is a great place to work and what we offer you.