High Touch Engineer @ Cisco

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

Travel Requirement: Up to 25% travel to Customer sites.

Meet the Team:

We are seeking an Enterprise Networking and Data Center (CAT8k/9k, Nexus Route/Switch) skilled High Touch Engineer (HTE) to join our Customer Experience team to support a major US based Globally Systemically Important Bank (G-SIB). Be a part of Cisco's CX (Customer Experience) Organization, working closely with internal Cisco peers, (HTOMs, NCEs, PgMs, PMs), and most importantly the Customer in an ongoing basis, as well as their leadership team.

Your Impact:

In this exciting customer facing role you will serve as an integrated member of the Cisco CX team supporting outcome-oriented engineering, implementation, and production support efforts as the primary technical support person for Problem Management of critical issues at the network level. You will be responsible for providing advanced network level services related to cases on the Cisco Expert Care account. You will also focus on diagnostics, root cause analysis, and recommendations for preventative measures with the goal to result in a more efficient, reliable customer network.

Responsibilities:

Network Problem Management

• Escalation support and troubleshooting for critical network outages and complex network issues
• Relaying detailed knowledge of customer network, critical sites, and operational procedures to Cisco support team

Root Cause Analysis, at the Network Level

A recommendation report that includes root cause, next steps, and recommendations for corrective actions in a response to a network incident

Training

Assist with identifying areas where training is needed

Quarterly Services Review

• A report on deliverables 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 & best practices review

Minimum Qualifications:

• 7+ years of direct customer technical support experience in Enterprise Networking and Data Center and 1+ year supporting a Global Systemically Important Bank (G-SIB)
• Expertise with Cisco data center and enterprise networking including the Nexus product family, Cisco Application Centric Infrastructure, Catalyst family routers and switches, Software Defined Access, Catalyst Center, QoS, IGP and EGP routing, macro- and micro-segmentation
• Cisco Certification: CCNA and/or CCNP
• Strong analytical and troubleshooting skills
• Proven crisis management skills
• Strong written and verbal communication skills

Preferred Qualifications:

• Ability to work independently, with minimal instruction on routine work and general instruction on new assignments
• Prior experience giving onsite or remote technical support
• Prior TAC Experience
• Cisco Certification: CCIE