Job Description

JOB DESCRIPTION

The Business Entity

Cisco Technical Assistance Center (TAC) organization seeking a Customer Support Engineer -

Data Center Switching to join some of the industry's brightest minds in developing, deploying

and supporting today's most advanced Internet technologies.

The Team

In this role, you will collaborate with fellow Cisco TAC engineers to assist our partners,

customers, and account teams to independently troubleshoot & debug product problems. Our

engineers require analytical skills and technical knowledge to tackle product and network

problems of moderate to high complexity. You will effectively utilize moderate to complex lab

setups to recreate and solve problems. Lastly, you will act as a technical superstar and provide

support on a worldwide basis at a peer level.

We're seeking team members that are trained in Data Center Switching products and

technologies. You will provide support for Nexus 9K, Nexus 7K, 3K, 5K/2K suite of switches

(both hardware and software).

Role & Responsibilities

• A technical expert providing technical assistance to Cisco customers located world-wide,

while maintaining the highest levels of customer satisfaction.

• Assist customers in troubleshooting hardware/software related issues on various Cisco

Nexus switching platforms.

• Applies analytical skills and technical knowledge to resolve product and network

problems of moderate to high complexity.

• Analyze, configure and troubleshoot Core, Distribution, Access layer switches and

networks.

• Effectively utilizes the moderate to complex lab setups to recreate and resolve customer

found issues.

• Highly responsive and sensitive to customer reported issues according to its severity.

Should be able to quickly resolve customer issues.

• End to end ownership of customer service requests. Collaborates with all relevant

stakeholders - internal and external, and acts as focal point until the problem is

resolved.

• Exercises judgment within defined procedures to determine appropriate action.

• Presents ideas and interacts within TAC and development teams at peer level

• Ability to interact with customers in a variety of mediums.

• Utilization of a good understanding of Cisco business strategies and drivers to guide

activities.

• Ability to drive change through innovation.

• Drive for continuous learning, results orientation and teamwork.

Minimum Qualifications

• You've earned a Bachelor's degree in a technical field and 1-3 years of progressive

experience in related role, OR a technical Master s degree with 1 year of experience

• You hold Certifications in one (or more) of the following: CCNA, CCNP, CCIE

• Prior customer support experience.

• BE/BS/MS in Electronics and Telecommunication, Electrical and Electronics, Computer

Science, Information Technology or similar technical degree or related experience

Desired Skills

• Strong Networking and in-depth knowledge in Cisco Nexus switching and routing

technologies.

• Well-versed with networking tools such as traffic generators (e.g lxia), sniffers et al.

• Solid experience supporting and configuring medium to large enterprise LANs

• Troubleshoot product and network problems of high complexity. Has strong in-depth

knowledge in LAN Switching technologies.

• Excellent verbal and written communication skills.

• Good Customer handling skills. Ability to handle tough situations effectively.

• Strong attention to details.

About Cisco

The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's

transforming our customers' businesses worldwide. We are pioneers and have been since the

early days of connectivity. Today, we are building teams that are expanding our technology

solutions in the mobile, cloud, security, IT, and big data spaces, including software and

consulting services. As Cisco delivers the network that powers the Internet, we are connecting

the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will

impact everything from retail, healthcare, and entertainment, to public and private sectors, and

far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has

earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected

things in the world now and over 50 billion estimated in the future, your career has exponential

possibilities at Cisco

Cisco COVID-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.