1220614 - Customer Support Engineer

  • Location:
    RTP, North Carolina, US
  • Additional Location(s)
    Richardson, Texas, US
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
    Internet of Everything
  • Job Id

The Business Entity
Technical Services is team of world-class technical experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores. Cisco's Technical Assistance Center (TAC) is aligned to the GTC's three geographic regions; together, they form one global, borderless TAC.


The Team

The IoT Connected Safety and Security team provides second/third level technical support on a worldwide basis via phone, email, web and remote access for Connected Safety and Security products (i.e.VSM, CPAM, VPO) to Cisco customers, partners, account teams, and other TAC engineers via phone/email/fax consultation to independently troubleshoot & debug product problems.
Role & Responsibilities
The person will be responsible for providing technical support for Cisco Physical Security products and networking technologies to Cisco's customers and partners. Workload is high but the breadth and diversity of technology exposure is second to none. The TAC is the first to be confronted by challenges and issues with new equipment and tools in the field. As such all roles have a technology learning curve that never ends.
● Provide technical support to partners and/or customers for Cisco technologies, products, and/or solutions.
● Resolving moderately to highly complex technical problems, depending on the customers' need.
● Simulate technical problems in lab environment.
● Share knowledge with other people in writing technical documents and enlarge the knowledge database.
● provide internal and/or external technical presentations (cross-training).
Minimum Qualifications
● Protocols & Concepts - Quality of Service (QoS), TCP/IP, and fundamental routing & switching knowledge
● VMWARE, ESXi 5 and above, MYSQL Database, Linux REDHAT, LDAP, Microsoft Windows 7, Microsoft Windows 10, MAC OS, Windows Server

● Ability to troubleshoot complex and ambiguous issues.
● Excellent verbal and written communication skills.
● Knowledge IP network environments.

Desired Skills

● Scripting (perl/python), Video, LTS/SAN, Hardware RAID
● High Level Social skills, able to collaborate within your team and different technologies
● Experience deploying and troubleshooting all aspects of Cisco VoIP solutions.
● CCNA, or CCIE Certification in any subspecialty or other relevant technical certification
● Bachelors in Computer Studies, Computer Science or Engineering or equivalent (essential)
● Prior experience in a technical support capacity
● Prior experience of high-level technical problem solving

Why Cisco
At Cisco, each person brings their unique talents to work as a team and make a difference.
Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
• We connect everything – people, process, data and things – and we use those connections to change our world for the better.
• We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
• We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

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