Network Support Manager: Cisco Meraki - China

  • Location:
    Shanghai, China
  • Area of Interest
    Information Technology
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1213575
New

As a Meraki Technical Support Manager, you will assist in providing exceptional technical support for our growing client and partner base. Qualified candidates for this position will enable both individuals and the team to meet case closure and customer satisfaction goals, serve as the  technical point of contact for team members with both networking and best practice questions, and act as an escalation point for customers. Weekly duties include meeting, both as a group and one on one, with team members to coach toward individual achievement and career advancement, coordinating day-to-day team operations, interviewing candidates for Support roles, and designing and implementing projects and procedures related to the rapid growth and scaling of Cisco Meraki’s Network Support Team. Finally, Network Support Managers will be expected to work with the Support Leadership Team to identify and develop their own professional skills.


Minimum Requirements

  • Outstanding written and verbal communication skills.

  • Ability to clearly and concisely articulate matters to third parties, both orally and in writing.

  • Demonstrated progressive experience in an occupation related to technical support and/or computer networking.

  • Mature and calm demeanor.

  • Demonstrated ability to multi-task and work in a high-pressure environment.

  • Demonstrated mastery in account management, follow-through, and problem-solving skills.


Preferred Qualifications

  • Passion for learning and teaching network technology and best practices.

  • Ability to focus on multiple high profile escalations at one time.

  • Passion toward coaching individual team members toward both short and long-term career goals.

  • 1-2 years of Support and Management experience

  • Networking certifications a plus: CCNA, CCNP CWNA, etc.

Responsibilities


  • Bilingual English/Mandarin

  • Facilitate your team’s ability to work on customer cases from initial creation to resolution.

  • Act as a point of escalation and guide troubleshooting efforts in wireless, security, switching, and other various network-related issues reported by Cisco Meraki customers and partners.

  • Effectively communicate with third parties such as partners and customers regarding escalated cases, both orally and in writing.

  • Leverage your relationships with other Meraki Teams to diagnose and resolve cases, procedural shortcomings, and address mutual concerns.

  • Create and maintain reporting tools that demonstrate team strengths and weaknesses.

  • Identify patterns and obstacles that affect productivity, raise awareness of such issues, and implement solutions to the problems.

  • Manage the schedules of your workforce for optimal staffing.

  • Conduct weekly team and one on one meetings, periodically conduct performance reviews, and manage compensation changes with all team members.

  • Encourage and collect ideas from team members in regards to organization improvement.

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