Technical Consulting Engineer - ACI

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  • Location:
    Oeiras, Portugal
  • Alternate Location
    Anywhere in Portugal and Poland
  • Area of Interest
    Engineer - Network
  • Job Type
    Professional
  • Technology Interest
    Big Data, Analytics, Networking, Security
  • Job Id
    1421361

Technical Support Engineer – Application Centric Infrastructure (ACI)

 

 

The Business Entity

 

Cisco Managed Services (CMS) organization seeks a customer support engineer to join a team of extremely talented engineers supporting strategic accounts. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in technology. The successful candidate will have a track record and desire to excel at both technical issue resolution and customer management.

 

 

The Team

As part of the Cisco CMS organization, you will be part of a dynamic, fast paced and supportive team that will build you up as you manage the technical support for some of Cisco's biggest customers. You will be given the opportunity to work alongside many of Cisco's Technical and Advanced Service organizations and will receive unique insight into the IT services industry all the way from pre-sales to day 2 support as an engineer focused on some of Cisco’s key customers.

Roles & Responsibilities:

 

•       Ensure 24/7 availability of the production environment and supporting critical customer operations

•       Participate in Change Advisory Board Review Meetings internal and with customer

•       Supporting the root cause analysis process, and ensure remediation of major issues

•       Ability to provide assistance in a support capacity with problem and incident resolution and assume major incident and problem ownership and accountability

•       A strong understanding of the ITIL framework and its application in a production environment.

•       Troubleshoot & resolve the incidents and problem tickets within SLA/SLO

•       Develop and maintain a working knowledge of existing and new technologies and be able to tie the design and implementation of infrastructure to the managed components

•       Performs Troubleshooting and Diagnosis of Complex Issues

•       Provide input to continuous improvement and process change suggestions

•       Provide phone/email consultation to independently debug complex network problems

•       Provide systems/product training to peers within the team

•       Take ownership and accountability expectations in managing cases and customer situations

•       Escalation point for less experienced engineers

 

Attributes of a Successful Candidate

 

We are looking for new talent with the following qualities and skills:

•       Ability to work in a fast-paced, high-pressured, cross functional, cross country, territory and theatre environment

•       Demonstrate high-level of maturity and confidentiality

•       Attention to detail and stellar interpersonal skills

•       Possess strong presentation and communications skills

•       Have strong time management skills

 

 

 

 

 

 

Required Skills

 

  • Knowledge of the following areas: Data Centre Networking and Data Centre Products
  • You should have good experience in Networking industry experience and knowledge of products and protocols
  • Proficiency in the following technologies: TCP/IP, Routing Protocols (OSPF, RIP, EIGRP, BGP), QoS,  MPLS
  • Strong Data Centre Knowledge– Nexus Routing & Switching,  ACI
  • Knowledge of using Wireshark, or other Protocol Analyzer
  • Experience in the following products / solutions: Cisco Nexus 2000, 3000, 5000, 7000 , ACI , VXLAN
  • Should have exposure in troubleshooting ACI devices
  • Knowledge of Python, API’s and/or other programming languages is beneficial
  • Knowledge of virtualization products like VMware, OpenStack etc. is beneficial
  • Good to have knowledge of security firewall products
  • Should be a very good team player
  • Ability to Assertively communicate and demonstrate Technical Leadership on Troubleshooting scenarios, especially over WebEx / telephonic customer conversations

 

 

Education & Experience:

 

  • Typically requires Bachelor's degree in a technical field or equivalent 3-6 years related Data Centre and Network related experience
  • Preferred CCNA/CCNP/CCIE Certification (R&S or DC)

·       4-6 years of experience in Data Centre technology at a Network Operations Center or Technical Assistance Center

·       Strong technical experience to include ACI, Data Center, Cloud & Virtualization technologies

·       Ability to work with internal and external executive level customers with confidence while providing an exceptional experience

·       ITIL

 

 

 

About Cisco

The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place to Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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