1222360 - Customer Support Engineer, AAA Security

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Technical Support
  • Job Type
    Professional
  • Technology Interest
    Security
  • Job Id
    1222360
New

What You'll Do

Are you pre-wired to understand what customers WANT and what they NEED to deliver business outcomes quickly? Can you do this in an environment that handles 1.4 million calls per year -- in 17 languages -- from customers in 180 countries? Do you Achieve Results? Think Analytically? Manage Conflict and Customer Experience? Make Decisions with Critical Thinking? You may be a Cisco Customer Support Engineer… and we have the People Deal for you!

Who You'll Work With

Strategically positioned within the Cisco Services Organization, Cisco's Technical Assistance Center (TAC) is a team of elite technical experts whose primary focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Aligned to three geographic regions, and converging into one global, borderless TAC, we are the first to be confronted by challenges and issues with new equipment and tools in the field.  We provide tireless support to our customers, partners, account teams, and other TAC engineers. With a technology runway that never ends, opportunities to develop your depth, breadth and diversity of technology expertise are second to none!

Who You Are

The Customer Support Engineer is the connection to Cisco customers and builds effective working relationships while solving their issues, managing expectations, and leaving the customer feeling valued. The successful CSE:

● Continually develops their working knowledge of networking products and protocols to provide first/second/third level technical support on a worldwide basis via phone, email, web and remote access in designated technology focus area

● Effectively utilizes databases of existing issues, debugging tools and simple or moderate lab simulations to analyze problems and identify solutions with a high level of customer satisfaction

● Shares knowledge to build relationships, and effectively troubleshoots problems both alone and as part of a team.

 Minimum Qualifications

  • Commitment and ability to resolve complex technical problems, multitask, and be dedicated to customer success
  • Excellent verbal and written communication skills
  • Innate crisis management skills and ability to handle critical customer issues/problems
  • CCNA or equivalent level of demonstrated networking knowledge or experience including TCP/IP and Routing Protocols
  • Experience interacting with customer or in a client facing role.

Desired Skills

  • BS in a technical field (CS/EE preferred) or equivalent; 1-3 years of relevant experience
  • Cisco Certifications (CCxx); HP, IBM, Dell Server Support, MCSE, VCP Certifications; specific knowledge of products within: Collaboration, Data Center, Security, Voice, Wireless, Routing, Switching
  • Troubleshooting experience using finisar, wireshark, or other protocol analyzer
  • Programming skills (Python, Ruby, C, C++, Linux, Shell Scripting) 
  •  Intimate knowledge of our AAA security products, specifically the Identity Services Engine (ISE)


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 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.
  • 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 connect everything – people, process, data and things – and we use those connections to change our world for the better.
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

Apply on the Company Site
Powered ByLogo