Engineer- Customer Support

  • Location:
    Bangalore, Karnataka, India
  • Area of Interest
    Technical Support
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1219849
New

What You'll Do

Customer Support Engineer position has the following responsibilities: 

 

Ø  Provide phone/email/fax consultation to independently debug complex product problems.

Ø  Provide systems/product training.

Ø  Acts as a focal point for large account network problem resolution.

Ø  Acts as a technical expert.

Ø  Provides support on a world-wide basis.

 

Deliverables:

 

Ø  The engineer will provide technical support to partners and/or customers for Cisco technologies, products, and/or solutions.

Ø  The engineer will typically be responsible for resolving moderately to highly complex technical problems, depending on the customers' need.

Ø  The engineer will simulate technical problems in lab environment. 

Ø  The engineer will share his/her knowledge with other people in writing technical documents and enlarge the knowledge database.

Ø  The engineer will provide internal and/or external technical presentations (cross-training). 

Ø  The engineer will escalate some specific problems to the responsible Business Units for product enhancement. 

Ø  The engineer will work closely with his colleagues to achieve common goals. 

Ø  The engineer will strive to technical excellence and expertise.

 

Who You'll Work With

The Premium HTTS team is responsible for holistically resolving challenging issues across Cisco's Technologies and Product Families our Cloud Service Providers deploy. The team provides 24x7 worldwide technical support for Cisco products

 

Who You Are

Ø  Working knowledge of Networking industry, products and protocols. 

Ø  Minimum 8+ years of experience designing, deploying, configuring, supporting, trouble shooting, debugging and administering different routing protocols.

Ø  Is from a Service provider or Telecom Background

Ø  Should have expert level of system knowledge and knows how to troubleshoot routing issues, IGP (RIP, EIGRP, OSPF and ISIS) and Multicast (L2/L3 MPLS VPN) issues. 

Ø  5+ years’ experience with Cisco Routing products such as 7600, GSR, ISR, ASR9k, CRS, Nexus 7k.

Ø  Experience and in-depth knowledge of Industry standard Routing protocols (BGP, OSPF), MPLS, QoS

Ø  Advanced Routing protocols troubleshooting expertise is mandatory

Ø  Strong analytical and troubleshooting skills. 

Ø  Ability to handle critical customer issues/problems. 

Ø  Able to determine problems and deliver known solutions with a high level of customer satisfaction. 

Ø  Ability to determine root cause and resolution for previously unknown problems. 

Ø  Works on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors. 

Ø  Exercises judgment within defined procedures to determine appropriate action. 

Ø  Good written and verbal communication skills. 

Ø  Interacts across TAC teams and development teams at peer level. 

Ø  Ability to work effectively with and provide guidance to other members of the work group. 

Ø  Promotes and solicits ideas within project team(s).

Ø  Receives minimal supervision. 

Ø  Receives no instruction on routine work and general instruction on new assignments. 

Ø  Ability to analyze, use and configure small to medium networks. 

Ø  Proven crisis management skills. 

Ø  Typically reports to Mgr, Technical Support. 

Ø  Typically interfaces with lower level CSE's, VARs, OEMs end-users internal engineering departments. 

Ø  Flexible: very able to adapt to a changing environment (essential)

ü  Autonomous worker with team spirit (essential)

ü  Eager to learn.  Technical aptitude to assimilate new learning quickly (essential)

ü  Flexible: very able to adapt to a changing environment (essential)

ü  Out-of-the-box thinker (essential)

ü  Able to take initiative and drive change (essential)

ü  Performs well under pressure and in disruptive environments where priorities can change in response to customer demand(essential)

ü  Capacity and passion to the customers.  Good customer engagement (essential)

ü  Team player (essential)

ü  Works on problems of diverse scope where analysis requires evaluation of identifiable factors.

ü  Applies known solutions to solve problems.

 

Industry or Sector Experience:

Prior experience in a technical support capacity (advantageous).

Prior experience of high-level technical problem solving (essential)

 

Typically requires BE/BS in a technical field (CS/EE preferred) and/or equivalent plus 4 to 5 years related experience. 

 

Desired Skills:

 

CCIE desired / preferred

 

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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