1011345 Customer Support Engineer

  • Location:
    RTP, North Carolina, US
  • Additional Location(s)
    Austin, TX
  • Area of Interest
    Professional Services
  • Job Type
    Professional
  • Technology Interest
    Service Provider
  • Job Id
    1011345
***THIS POSITION REQUIRES US CITIZENSHIP OR GREEN CARD HOLDER***

Responsibilities:
*Act as a focal point for high impact, large account problem resolution
*Works on complex problems where analysis of situations requires in-depth evaluation of factors
*Participate in daytime and night/weekend on-call rotation
*Troubleshoot complex enterprise networks to quickly resolve downtime and outages
*Create Methods Of Procedure (MOP) and action plans for post-sales projects
*Develop expertise in specific areas (i.e. technology, product). Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...)
*Manage issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction
*Effectively communicate issues to engineers within the support team, and resolutions/work-around to the customer
*Receive minimal supervision, no instruction on routine work, and general instruction on new assignments
*Perform ad hoc analyses and tasks as assigned
*Provide guidance and leadership to less experienced engineers
*May require some travel to customer locations in this role

Qualifications:
*Minimum of 6-10+ years experience in network support with focus in Wireless technology
*Strong practical knowledge of TCP/IP, packet captures, and analysis of such
*Strong practical knowledge of troubleshooting wireless LAN controller issues, AP issues, Cisco Prime Infrastructure
*Knowledge and experience with conducting and analyzing wireless site surveys, including AirMagnet surveys or similar
*Working knowledge of routing and switching protocols (examples: BGP, EIGRP, OSPF, and STP)
*Working knowledge of protocols including Multicast, HSRP, IPSEC, and Frame-Relay
*Strong practical knowledge of Cisco platforms including 6500, Cisco 5500 & 8500 series WLC's
*Proven crisis management skills
*Strong analytical, problem solving and organizational skills
*Strong written and verbal communication skills
*BS in Engineering/Computer Science/IT and/or equivalent experience
*Prior experience in support of remote customer networks required
*ITIL certifications a plus
*CCIE highly desired but not required (CCNP required)
*CWNA, CWSP, CWAP, CWDP, CWNE desired but not required

***THIS POSITION REQUIRES US CITIZENSHIP OR GREEN CARD HOLDER***

Apply on the Company Site