Customer Support Engineer

  • Location:
    Diegem, Brabant, Belgium
  • Area of Interest
    Technical Support
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1203712
New
For years, Cisco's vision has been to change the way the world works, lives, plays, and learns. Our vision is more relevant today than ever. We made the Internet what it is today. First, we focused on creating connectivity. Now, we're entering the Internet of Everything transition—an era where we'll help create unprecedented value by connecting the unconnected.
The Internet of Everything is a global industry phenomenon that is driving the biggest market transition for Cisco and our customers. This includes the intelligent connection of people, process, data, and things. It's where everything is converged on the Internet, making networked connections more relevant and valuable than before.
To help us bring this vision to life, join us in our exciting journey.  TOMORROW starts here.

JOB DESCRIPTION

Overall:
The person will be responsible for providing technical support for Cisco products and networking technologies to Cisco's customers and partners world-wide.
Workload is high but the breadth and diversity of technology exposure is second to none.  The TAC is probably the best "networking school" in the world.  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.
The TAC is broadly arranged into teams that look at Voice, Applications and Data-Networking.  All TAC members have strong fundamental "core" networking skills with specialist technology skills in one or more of the areas just mentioned.  
Increasingly individuals that also bring architecture technology skills like Unix in addition to these three specialist areas are valued, not least because of the increasing importance of datacentres to Cisco.
There are opportunities to make lateral moves across the various teams over time.  Likewise, after time many TAC members have followed career paths into a variety of Cisco disciplines.

Relationships:
- Reports to a TAC team manager.
- Builds strong team relationships with other Customer Support Engineers.  Enjoys sharing knowledge.  Effectively troubleshoots problems both alone and as part of a team, depending on the nature of the incident.
- Connects directly with Cisco customers and builds effective working relationships while solving their issues. Manages customer expectations and always aims to leave the customers feeling valued and overall positive about Cisco.

Deliverables:
- Provide technical support to partners and/or customers for Cisco technologies, products, and/or solutions.
- Responsible for 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).
- Escalate some specific problems to the responsible Business Units for product enhancement.
- Work closely with his colleagues to achieve common goals.
- Strive to technical excellence and expertise.

Travel / Shifts:
- Limited if any travel required.
- The job holders will work to European office hours and provide some weekend support cover.

PERSON PROFILE

Technical Skills:
- Strong fundamental "core" networking skills, including routing, switching, and/or network security (essential)
- Profound knowledge in one or more of the following areas (as we are looking for different specializations): Voice Networking, Call Manager, VOIP, Call Center, Application Networking, Network Management, Security, Content and  Data Networking, Routing, Switching, Storage, Access
- Strong knowledge of IT Architecture (advantageous)
- Fluent English speaker (essential)

Soft Skills:
- Autonomous worker with team spirit (essential)
- Eager to learn.  Technical aptitude to assimilate new learning quickly (essential)
- Excellent written and verbal communication skills (essential)
- Flexible: very able to adapt to a changing environment (essential)
- Out-of-the-box thinker (essential)
- Able to take initiative and drive change (essential)
- Performs well under pressure and in disruptive environments where priorities can change in response to customer demand(essential)
- Capacity and passion to help customers.  Good customer engagement (essential)
- Team player (essential)

Industry or Sector Experience:
- Prior experience in a technical support capacity (advantageous).
- Prior experience of high-level technical problem solving (essential)

Education:
- Bachelors in Computer Studies or Engineering or equivalent (essential)
- Cisco and other relevant technical certification (advantageous)

As we realize our globalization strategies and move in to new markets, our diverse, inclusive culture also creates a competitive advantage for Cisco. It ensures we have the fresh ideas and execution capabilities and the local knowledge we need to best serve our customers and build our presence around the globe. By gaining a better understanding of the world and the differences in its people we can change the way it works, lives, plays, and learns.

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