Customer Support Engineer

  • Location:
    St Leonards, NSW, Australia
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
  • Job Id

Customer Support Engineer – Content Security

Technical Services

What You'll Do

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 Cisco Content Security team is responsible for providing world class support to our small, medium, large and often strategic Content Security customers. This role will be located at our St Leonards office.

Who you will work with

Do you want to be part of a fun high performing team and work with Cisco, the #1 market leader in networking?    Here you’ll provide world-class support to our customers, partners and account teams. This is a job for a technical minded, cross-skilled person that enjoys troubleshooting complex problems.

Who you are

The successful candidate will have proven ability to resolve complex technical problems, possess strong multitasking skills and be dedicated to the success of our Content Security customers.

In this role you will have the following responsibilities:

·        Provide second/third level technical support on a worldwide basis via phone, email, web and remotely.

·        Work on problems of moderate to wide scope and moderate to high complexity, where analysis of situations or data requires a review of identifiable factors.

·        Ability to interact with customers in a variety of mediums (communities, on-site, social media, etc).

·        Provide systems/product training and act as a technical expert.

·        Act as a focal point for large account network problem resolution.

·        Typically, you will interface with CSE's, VARs, OEMs end-users internal engineering departments.

·        Work on problems of diverse scope where analysis requires evaluation of identifiable factors.

·        You will also have access to our state-of-the-art lab, where we can recreate customer issues using a wide selection of both networking and test equipment, in a supportive environment.

 Required Skills

 Strong customer focus and advanced customer handling skills

·        Ability to work independently with minimal supervision.

·        Excellent verbal and written communication skills.

·        Strong teamwork and collaboration skills. Able to work effectively with and collaborate with other workgroups.

·        Good understanding of networking (Ideally CCNP level).

·        Good working knowledge of standard protocols such as: DNS, LDAP, HTTPS, SSL, TLS, WCCP.

·        Experience working with Unix/Linux command line.

·        Technical proficiency with email and the email infrastructure or web security technologies and networking infrastructure.

·        Strong troubleshooting and problem solving skills and diligence

·        Typically requires BS in CS or equivalent plus 2-5 years related experience

 Desired Skills

·        Experience with LDAP and Windows Active Directory Service.

·        Experience deploying and maintaining Microsoft Exchange.

·        CCIE certification Desirable

·        Good organizational skills. The position requires that the Engineer is able to prioritize their workload and manage customer commitments.

This role will offer extensive training and development.

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. 

We are dreamers and we are doers.
















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