Why You'll Love Cisco

We change the World; you will become passionate about your employer and the brand you represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real-world impact. You'll be part of a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired.

What You’ll Do

Cisco seeks a High Touch Engineer (HTE) whose role is providing in-depth routing & switching protocols expertise to Service Provider Customers. This role is key to our customer's view of Cisco, maintaining and strengthening our trusted partner status. You will earn the customer’s trust through direct and ongoing customer collaboration. You provide remote and occasional onsite technical support for Cisco products. Will Provide Network Problem Resolution, Minimize Disruption Time, Restore the Service, Root-Cause Analysis, IOS Software Referral assistance as per contracted agreement with a named customer and Solves extremely complex problems where analysis requires an in-depth evaluation of factors with imaginative and innovative troubleshooting and experimentation as well as evaluation of intangible variables.

 

Who You will Work With?

Cisco’s Focused Technical Support team resides within the larger Customer Experience (CX) organization. You will work very closely with the High Touch Technical Services, High Touch Operations Manager, Support Engineers, System Engineers, and other teams aligned to the named customer.

Who You Are?

You help customers maximize network availability and functionality to achieve their business goals. The HTE delivers the technologies, solutions, and services to customers in need to expertly run their networks.

In this role, you will be “Cisco’s face to the customer,” working in a high-impact environment as a visible contributor delivering on our commitments. Will Provide guidance, mentoring & leadership to new hires and less experienced engineers, Works with end-users internal engineering departments and Collaborate with Engineering on complex product and software issues, driving resolution of software defects.

Qualifications:

• • Strong knowledge of Cisco’s EVPN, NCS5500, XR, ISIS, L3VPN, BGP, VxLAN, Nexus 7k/9k
  • Segment ACI, UCS, Data Center, Switching/Routing knowledge a plus
  • You have 5 - 10 years of experience in Routing/Switching across Cisco platforms.
  • 5+ years of networking experience, including configuring, analyzing & troubleshooting complex networks
  • Issue reporting & documentation – experience working with development engineering by providing excellent issue documentation, isolating problem triggers, and developing theoretical workarounds to problems in the OSS and management space

Desired Skills

• • CCIE Preferred
  • Excellent written and verbal communication, interpersonal and presentation skills. Ability to function effectively in ambiguous circumstances. Key involvement in cross-functional teams to resolve major customer issues. Leads team collaboration extending beyond work group.
  • Strong Layer 3 and 2 knowledge, this position will focus on supporting Cisco's and Routing & Switching, Data Center and Security platforms.
  • Service Provider platforms: Knowledge of system architecture and the ability to independently troubleshoot complex routing, switching and forwarding issues.
  • Strong documentation skills - to be utilized for case management, knowledge capture, defect management and Trainings.
  • Very strong Problem Solving and crisis management skills.
  • Ability to drive recreates remotely-- Many issues result in the engineer needing to perform a recreate of the customer problem in order to isolate the issue and resolve.
  • Proven excellence in customer-interaction, assertive leadership.