- Entry level
- No Education
- Salary to negotiate
WHO WE ARE?
Cisco High Touch Technical Support Team is a group of highly skilled technical engineers that provide technical support for Cisco Premium customers at a network level.
WHO ARE WE LOOKING FOR?
We are currently looking for a Customer Support Engineer (CSE) to join some of the industry's brightest minds in today's most advanced Internet technologies. The role spans across different fields of Routing Protocols, Core technologies and cover supporting latest technologies for the biggest Customers in EMEAR Region.
Strong knowledge in the following areas:
IP internetworking, IP Routing protocols (OSPF, IS-IS, EIGRP, BGP), WAN protocols, LAN Switching.
MPLS and Quality of Service (QOS) on IOS, IOS-XE and NX-OS platforms
Troubleshooting skills in medium and large-scale network environment
High Touch Technical Support engineer role also goes much beyond only troubleshooting – the CSE is expected to work proactively to prevent similar issues from occurring across other customer networks, mitigating problems before they occur.
WHAT YOU’LL DO
Provide second or third line network level support for Routing Protocols and Core technologies to Cisco Premium Customers, Partners, account teams and other internal technical support teams.
Act as a focal point for high impact, large account problem resolution.
Work on challenging network problems that require excellent technical, analytical, troubleshooting and interpersonal skills.
Utilize moderate to complex laboratory setups to recreate and solve problems.
Act as a customer champion to understand the customer's business, their expectations and unique perspective in order to build intimacy, satisfaction and prevent issues.
Collaborate across the board with colleagues locally and entire global support team. Have a team impact and provide leadership to less experienced engineers.
Attend ongoing technical training and work on assigned projects that will improve and further develop the success of the technology.
Drives actions to avoid customer issues.
WHO YOU ARE
Problem solver: You know how to solve problems. You are analytical in your approach.
Technical Wizard: Obviously, you are an authority in your technology field. You represent the following:
Have 7-10 years practical experience in configuring, supporting, and troubleshooting networks
Have prior customer support experience in Routing Protocols and other Core technologies
Have in-depth knowledge of the following areas: Routing Protocols(ISIS, OSPF, BGP), MPLS, QoS, LAN switching,
Represent the skills in UNIX and scripting or automation.
Are skilled in Effective Troubleshooting and Analytical thinking.
Have minimum of CCNP or CCIE written. Full CCIE is preferred.
Require minimal supervision and provide guidance to lower level engineers
Empathy and Soft Skills Master: You are able to keep customers happy and stress levels down during difficult situations. You have a passion for customer satisfaction and dream about customer success.
Quick Learner: You demonstrate an aptitude and appetite for learning new technologies, and applying this to solve customer issues remotely to drive customer satisfaction.
Team Player: You are not alone. Your team members and you form a tribe together. You will collaborate with top talents across Cisco.
Fluent Communicator: You have excellent communication skills. Are able to communicate effectively both verbally and in writing (in English)
Education: You are Bachelor's (or Master of Science) or foreign degree equivalent in Computer Science, Computer Engineering, Electrical Engineering or related field.
Wow – already a lot! We will be very impressed if you can also show programming skills.
Joining Cisco means you are joining one of the best companies in the world recognized for its leadership in the industry. Is there anything else we can offer you than being a prestigious company in the industry? Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people. At Cisco, each person brings their unique talents to work as a team and make a difference. Our people play an important part in our shared success and one of the ways we recognize their contribution is through the reward and support we offer…
We support you and your passions – at Cisco you can get an additional day off to celebrate your birthday and up to 5 days a year to volunteer and support the community, get financial support for your passions
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.