Provide Network Problem Resolution, Root-Cause Analysis, Software Referral assistance as per contracted agreement with named customer
Performs analysis and diagnosis of complex network which involved routing (OSPF, ISIS, BGP), IPv6, Inter-AS routing, IX, QoS, VPN, ACI, Security, etc.
Shorten the time to resolution during sophisticated situations by using knowledge of the customer network and their operations
Monitor service requests follow up & closure – Ensure timely resolution
Assist the TAC, HTTS and HTOM, on any specific matters which may arise in the delivery of the High Touch Support Services on their customer accounts.
Collaborates with all levels of CSEs, NCEs, SEs, Cisco Business Unit
Provides systems/product training to internal partners and customers
Build strong team relationships with other Customer Support Engineers. Enjoys sharing knowledge
Interacts with Cisco customers and builds effective working relationships while solving their issues
Handles customer expectations and always aims to leave the customers feeling valued and positive overall about Cisco
Review and analyze trends and work with High Touch Operations Manager (HTOM) in providing quarterly reports detailing corrective action plans, and other actions planned for the next quarter
Who You Are:
A technical guide in a broad area covering multiple technologies. Applies encourage product behavior across industry practices. Knows how technology is encouraged to work in the industry
Collaborate with Engineering on product and software issues, driving resolution of software defects
Excellent written and verbal communication, interpersonal and presentation skills. Ability to function efficiently in ambiguous circumstances. Key involvement in multi-functional teams to resolve vital customer issues. Leads teamwork extending beyond work group
From 3 to 5 years of proven experience fixing Datacenter, Routing/Switching and Collaboration issues across Cisco platforms running IOS, IO-XR and NX
Minimum 8 years of overall networking experience, including configuring, analyzing & solving complex networks
Desired Skills:
Solid grasp in TCP/IP internetworking, Routing, Switching, networking protocols and Routing protocols
Expertise on Data Center networking technologies
Expertise on the latest Cisco hardware and operating systems (Catalyst, Nexus, IOS/IOS-XE/IOS-XR, NX-OS and ACI)
Expertise in network security including Security Risk Management, Security (Encryption), Identity and Access Management
High Availability protocols and Load Balancing technologies SLB/GSLB, firewalls, SSL
Virtualization technologies, both networking (VRF, VDC, N1kv) and understanding of compute (Linux, VMware, Openstack)
Expert level internetworking solving problems in a large-scale network environment.
Large-scale network infrastructure support skills. In-depth knowledge of network management, network availability and capacity planning.
Anyone or more of the following scripting skills Python, Perl, XML, JSON
Basic level knowledge of Linux
Must have exceptional verbal, written and interpersonal skills
