High Touch Engineer
Working hours are US Eastern or Central times.
Prefer that the person in this role to be located on the east coast of the US, with a preference to RTP, NC What You'll Do In this exciting customer facing role, you will foster strong working partnerships with members of the Cisco Services Delivery team, key customer stakeholders, Cisco Account/Sales team and the broader services organization, and act as the primary technical support person for incident management of critical issues at the network level.
You will be responsible for providing sophisticated network level services related to reactive issues to Cisco Expert Care accounts.
You will also focus on diagnostics, root cause analysis, as well as recommendations for preventative measures with the goal to result in a more efficient, reliable customer network.
Core Deliverables are:
Network Problem Resolution:
Escalation support and solve for critical network outages (severity 1 & 2 issues) and sophisticated network issues Relaying detailed knowledge of customer network, critical sites, and operational procedures to Cisco support team A recommendation report that includes root cause, next steps, and recommendations for corrective actions in a response to a network incident Assist with identifying areas where training is needed Quarterly Business Review:
A report on work and activities provided during the immediate past timeframe, corrective action plans, & other actions planned for the next quarter Informal knowledge transfer sessions to augment troubleshooting skills by providing Cisco product training & standard processes review Who'll You'll Work With The Global Enterprise Service Delivery Team is passionate about helping to drive new opportunities for Cisco and it's transforming our clients' businesses worldwide.
Today, we are building impactful teams that are tightly engaged with our clients, understand their business imperatives, and can orchestrate the execution of our services to meet our client's business needs.
As a team, we will collaborate with like-minded innovators in a lively and flexible culture that has earned Cisco global recognition as a phenomenal Place to Work.
Who You Are Do you have a Service Excellence Attitude to ensure customer success? Are you able to collaborate across Cisco and work with our customers to achieve your goals? Do you have the passion and proven ability to learn and work in a diverse team environment to be successful in this position? If so, our minimum requirements for this role are:
Bachelor's degree in engineering (Telecommunications Engineering, Computer Science, Electrical Engineering) Preference for Cisco Certification:
CCIE (minimum - CCNP) 8
yrs.
direct customer support experience in Security, Data Center, LAN Switching and Routing technologies Strong analytical and troubleshooting skills Proven crisis leadership skills Strong written and verbal communication skills Why Cisco #WeAreCisco, where each person is outstanding, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses.
Some may think we're old (36 years strong) and only about hardware, but we're also a software company.
And a security company.
We even invented an intuitive network that adapts, predicts, learns and protects.
No other company can do what we do - you can't put us in a box! But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.
) Day to day, we focus on the give and take.
We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.
) We take accountability, ambitious steps, and take difference to heart.
Because without diversity of thought and a dedication to equality for all, there is no moving forward.
So, you have colorful hair? Don't care.
Tattoos? Show off your ink.
Like polka dots? That's cool.
Pop culture geek? Many of us are.
Passion for technology and world changing? Be you, with us! Recommended Skills Analytical Business Requirements Cisco Cisco Certified Internetwork Expert Cisco Certified Network Professional Communication Estimated Salary: $20 to $28 per hour based on qualifications.
Prefer that the person in this role to be located on the east coast of the US, with a preference to RTP, NC What You'll Do In this exciting customer facing role, you will foster strong working partnerships with members of the Cisco Services Delivery team, key customer stakeholders, Cisco Account/Sales team and the broader services organization, and act as the primary technical support person for incident management of critical issues at the network level.
You will be responsible for providing sophisticated network level services related to reactive issues to Cisco Expert Care accounts.
You will also focus on diagnostics, root cause analysis, as well as recommendations for preventative measures with the goal to result in a more efficient, reliable customer network.
Core Deliverables are:
Network Problem Resolution:
Escalation support and solve for critical network outages (severity 1 & 2 issues) and sophisticated network issues Relaying detailed knowledge of customer network, critical sites, and operational procedures to Cisco support team A recommendation report that includes root cause, next steps, and recommendations for corrective actions in a response to a network incident Assist with identifying areas where training is needed Quarterly Business Review:
A report on work and activities provided during the immediate past timeframe, corrective action plans, & other actions planned for the next quarter Informal knowledge transfer sessions to augment troubleshooting skills by providing Cisco product training & standard processes review Who'll You'll Work With The Global Enterprise Service Delivery Team is passionate about helping to drive new opportunities for Cisco and it's transforming our clients' businesses worldwide.
Today, we are building impactful teams that are tightly engaged with our clients, understand their business imperatives, and can orchestrate the execution of our services to meet our client's business needs.
As a team, we will collaborate with like-minded innovators in a lively and flexible culture that has earned Cisco global recognition as a phenomenal Place to Work.
Who You Are Do you have a Service Excellence Attitude to ensure customer success? Are you able to collaborate across Cisco and work with our customers to achieve your goals? Do you have the passion and proven ability to learn and work in a diverse team environment to be successful in this position? If so, our minimum requirements for this role are:
Bachelor's degree in engineering (Telecommunications Engineering, Computer Science, Electrical Engineering) Preference for Cisco Certification:
CCIE (minimum - CCNP) 8
yrs.
direct customer support experience in Security, Data Center, LAN Switching and Routing technologies Strong analytical and troubleshooting skills Proven crisis leadership skills Strong written and verbal communication skills Why Cisco #WeAreCisco, where each person is outstanding, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses.
Some may think we're old (36 years strong) and only about hardware, but we're also a software company.
And a security company.
We even invented an intuitive network that adapts, predicts, learns and protects.
No other company can do what we do - you can't put us in a box! But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.
) Day to day, we focus on the give and take.
We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.
) We take accountability, ambitious steps, and take difference to heart.
Because without diversity of thought and a dedication to equality for all, there is no moving forward.
So, you have colorful hair? Don't care.
Tattoos? Show off your ink.
Like polka dots? That's cool.
Pop culture geek? Many of us are.
Passion for technology and world changing? Be you, with us! Recommended Skills Analytical Business Requirements Cisco Cisco Certified Internetwork Expert Cisco Certified Network Professional Communication Estimated Salary: $20 to $28 per hour based on qualifications.
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