Carrières chez Cisco

JOB DESCRIPTION

The Business Entity

Cisco Technical Assistance Center (TAC) organization seeking a Customer Support Engineer -

Data Center Switching to join some of the industry's brightest minds in developing, deploying

and supporting today's most advanced Internet technologies.

The Team

In this role, you will collaborate with fellow Cisco TAC engineers to assist our partners,

customers, and account teams to independently troubleshoot & debug product problems. Our

engineers require analytical skills and technical knowledge to tackle product and network

problems of moderate to high complexity. You will effectively utilize moderate to complex lab

setups to recreate and solve problems. Lastly, you will act as a technical superstar and provide

support on a worldwide basis at a peer level.

We're seeking team members that are trained in Data Center Routing and Switching products as well as

technologies. You will provide support for Nexus 9K, Nexus 7K, 3K, 5K/2K suite of switches

(both hardware and software).

Role & Responsibilities

• A technical expert providing technical assistance to Cisco customers located world-wide,

while maintaining the highest levels of customer satisfaction.

• Assist customers in troubleshooting hardware/software related issues on various Cisco

Nexus switching platforms.

• Applies analytical skills and technical knowledge to resolve product and network

problems of moderate to high complexity.

• Analyze, configure and troubleshoot Core, Distribution, Access layer switches and

networks.

• Effectively utilizes the moderate to complex lab setups to recreate and resolve customer

found issues.

• Highly responsive and sensitive to customer reported issues according to its severity.

Should be able to quickly resolve customer issues.

• End to end ownership of customer service requests. Collaborates with all relevant

stakeholders - internal and external, and acts as focal point until the problem is

resolved.

• Exercises judgment within defined procedures to determine appropriate action.

• Presents ideas and interacts within TAC and development teams at peer level

• Ability to interact with customers in a variety of mediums.

• Utilization of a good understanding of Cisco business strategies and drivers to guide

activities.

• Ability to drive change through innovation.

• Drive for continuous learning, results orientation and teamwork.

Minimum Qualifications

• You've earned a Bachelor's degree in a technical field and 5 years of progressive experience in related role

• You hold Certifications in one (or more) of the following: CCNA, CCNP, CCIE

• Prior customer support experience.

• BE/BS/MS in Electronics and Telecommunication, Electrical and Electronics, Computer

Science, Information Technology or similar technical degree or related experience

Desired Skills

• Strong Networking and in-depth knowledge in Cisco Nexus switching and routing

technologies.

• Well-versed with networking tools such as traffic generators (e.g lxia), sniffers, packet captures etc.

• Solid experience supporting and configuring medium to large enterprise DC network.

• Troubleshoot product and network problems of high complexity. Has strong in-depth

knowledge in DC Switching and Routing technologies.

• Excellent verbal and written communication skills.

• Good Customer handling skills. Ability to handle tough situations effectively.

• Strong attention to details.