1214661-Customer Support Engineer - Cisco Managed Services

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
  • Job Id
What You'll Do

This role acts as a focal point for high impact, large account problem resolution You must have a customer centric point of view, strong sense of urgency, and a level of empowerment to properly address both tactical and operational issues.

Act as a focal point for high impact, large account problem resolution. Works on complex problems where analysis of situations require in-depth evaluation and factors. Troubleshoot complex enterprise networks to quickly resolve downtime and outages
Manage issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction.  Effectively communicate issues to engineers within the support team, and resolutions/work-around to the customer.
Develop expertise is specific areas (i.e. technology, product). Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc.)
Create Methods of Procedure (MOP) and action plans for post-sales projects and support.  Provide guidance and leadership to less experienced engineers.

Who You'll Work With

Cisco Cloud and Managed Services provides customers with assurance that the IT platform is in good hands while they focus on opportunities and challenges resulting from the accelerating pace of technology evolution. Cloud Managed Services offers accelerated agility, higher return on investment and risk mitigation through a choice of delivery & consumption options designed to meet varying needs, budgets and environments.

Who You Are
Minimum Qualifications
Minimum of 6-10+ years of experience in network support. Strong practical knowledge of Cisco platforms and protocols (BGP, EIGRP, OSPF, STP, Multicast, HSRP, TCP/IP, IPSec, and Frame-Relay).
Proven crisis management skills. Strong analytical, problem solving and organizational skills.  Strong written and verbal communications skills.
BS in Engineering/Computer Science/IT and/or equivalent experience

Desired Skills
ITIL certifications, a plus
CCIE highly desired

Why Cisco
We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns. 

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. 

We Are Cisco.

We connect everything - people, process, data and things. We innovate everywhere to create fresh ideas and possibilities. We make a meaningful difference that will benefit everyone - our people, our customers and the world around us.

Our technology changes the way the world works, lives, plays and learns. But our edge doesn't come from technology. It comes from our people. We're looking for the kind of people who take smart risks, thrive in diverse environments, inspire their colleagues, and are committed to having an impact on the world. Whether you create technology solutions that redefine business or build connections that strengthen the community, you can make it happen at Cisco!

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