Customer Support Engineer

  • Location:
    Richardson, Texas, US
  • Additional Location(s)
    RTP, North Carolina, US
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
    Cloud and Data Center
  • Job Id

What You'll Do

Technical Services is team of extraordinary technical gurus whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through excellent financial results, improving customer experience metrics, industry recognition, and employee satisfaction scores. Cisco's Technical Assistance Center (TAC) is aligned to the Global Technical Centers three geographic regions; together, they form one global, borderless TAC. Cisco® Digital Network Architecture (Cisco DNA™) is Virtualization, automation, analytics, and cloud, in one architecture. The Cisco Digital Network Architecture (Cisco DNA) gives you an open, software-driven platform that integrates all these technologies. It enables business and IT and provides the roadmap to a digital-ready network so you can innovate more quickly, reduce costs, and lower risk with services that are easy to consume.

Who You'll Work With

Our team provides first/second level technical support on a worldwide basis via phone, email, web and remote access. We provide these services to Cisco customers, partners, account teams, and other TAC engineers. We're consultants who work to solve problems & debug product issues.

Who You Are

You love providing technical support for Cisco products and networking technologies to Cisco's customers and partners. Your workload is high but the breadth and diversity of technology exposure is second to none. TAC is the first to be confronted by challenges and issues with new equipment and tools in the field. As such, you have a technology learning opportunity that never ends.

  • You're a guru at resolving moderately to complex technical problems, depending on the customers' need.
  • You can simulate technical problems in lab environment.
  • You strive to share knowledge with other people by writing technical documents that enrich the knowledge database.
  • You love sharing what you know by providing internal and/or external technical presentations (cross-training).

Minimum Qualifications

  • R&S networking experience.
  • Routing platform : ISR, ASR1K, ASR9K,IR8X9, CGR2010
  • Preferred with experience in troubleshooting hardware and configuration issue on ASR series router.
  • Switching Technology: C6500, CGS2520, VTP, STP, VLAN, QOS, C3750
  • Strong knowledge in any two following areas:
  • WAN protocols (BGP/MPLS and L2VPN) , IP Routing protocols ( OSPF, EIGRP, ISIS), Utility devices (IE switches, SACADA, RTU), Switching (C6500, layer 2 QOS, STP , C3750)
  • Minimum 3 years of experience in configuring and troubleshooting enterprise level network environment.
  • Minimum CCNA certification (active).
  • Working knowledge of ACL, dot1x and other security feature on router and switches. More preferred if have knowledge of ASA.
  • Troubleshooting experience using Wireshark, or other protocol analyzer.

Desired Skills

  • CCIE is highly desired
  • Experience with BGP/MPLS
  • Experience in utility sector (IE switches, SACADA, RTU)
  • Master's degree in science, engineering, or mathematics.
  • Cisco Certified Internetwork Expert (CCIE) desired in one or more of the following areas: Routing and Switching, Security, or Data Center
  • CISSP, ISE or Firepower preferred
  • Experience desired in the following specialization areas: Next-generation firewall, next-generation IPS, advanced malware protection, incident response, and automation.

Why Cisco
At Cisco, each person brings their unique talents to work as a team and make a difference.
Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
• We connect everything – people, process, data and things – and we use those connections to change our world for the better.
• We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
• We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco.

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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