Job Description

: Cisco Managed Services (CMS) organization seeks a customer support engineer to join a team of extremely dedicated 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. 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 Ciscos 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 solid 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, multi-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, APIs 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 teammate. 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 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. Why Cisco #WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it Well, for starters with people like you! Nearly every internet connection around the world touches Cisco. Were the Internets optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet its not what we make but what we make happen which marks us out. Were helping those who work in the health service to connect with patients and each other schools, colleges, and universities to teach in even the most challenging of times. Were helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world whether through 5G, or otherwise. We tackle whatever challenges come our way. We have each others backs, we recognize our accomplishments, and we grow together. We celebrate and support one another from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that). We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together were committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions. So, you have colorful hair Dont care. Tattoos Show off your ink. Like polka dots Thats cool. Pop culture geek Many of us are. Passion for technology and world changing Be you, with us! #WeAreCisco

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