Customer Support Engineer

  • Location:
    Bangalore, Karnataka, India
  • Area of Interest
    Professional Services
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1016759
The Business Entity:

CISCO TAC providing technical assistance to the cisco customers. Influencing the decision of the customers as a compelling reason to buy cisco.

The Team:

The TAC RPCATS team seeks a Customer Support Engineer in Routing Protocols and Architecture technology to join some of the industry's brightest minds in developing and deploying today's most advanced Internet technologies. In this role, you will gain insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain.

Role & Responsibilities

RPCATS (Routing Protocols) Customer Support Engineer position has the following responsibilities:

* Provide phone/email/fax consultation to independently debug complex product problems.
* Provide systems/product training.
* Acts as a focal point for large account network problem resolution.
* Acts as a technical expert.
* Provides support on a world-wide basis.

Deliverables:

* The engineer will provide technical support to partners and/or customers for Cisco technologies, products, and/or solutions.
* The engineer will typically be responsible for resolving moderately to highly complex technical problems, depending on the customers' need.
* The engineer will simulate technical problems in lab environment.
* The engineer will share his/her knowledge with other people in writing technical documents and enlarge the knowledge database.
* The engineer will provide internal and/or external technical presentations (cross-training).
* The engineer will escalate some specific problems to the responsible Business Units for product enhancement.
* The engineer will work closely with his colleagues to achieve common goals.
* The engineer will strive to technical excellence and expertise.


The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge.

This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology.

Minimum Qualifications

* Working knowledge of Networking industry, products and protocols.
* Minimum 4-5 years of experience designing, deploying, configuring, supporting, trouble shooting, debugging and administering different routing protocols.
* Should have some level of system knowledge and knows how to troubleshoot routing issues, IGP (RIP, EIGRP, OSPF, ISIS ) and Multicast( L2/L3 MPLS VPN) issues.
? TCP/IP fundamentals
? NAT & QOS
? NETFLOW
? NTP
? SNMP
? Knowledge of the level CCNA/CCNP
? Any OS fundamentals
* Strong analytical and troubleshooting skills.
* Ability to handle critical customer issues/problems.
* Able to determine problems and deliver known solutions with a high level of customer satisfaction.
* Ability to determine root cause and resolution for previously unknown problems.
* Works on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors.
* Exercises judgment within defined procedures to determine appropriate action.
* Good written and verbal communication skills.
* Interacts across TAC teams and development teams at peer level.
* Ability to work effectively with and provide guidance to other members of the work group.
* Promotes and solicits ideas within project team(s).
* Receives minimal supervision.
* Receives no instruction on routine work and general instruction on new assignments.
* Ability to analyze, use and configure small to medium networks.
* Proven crisis management skills.
* Typically reports to Mgr, Technical Support.
* Typically interfaces with lower level CSE's, VARs, OEMs end-users internal engineering departments.
* Flexible: very able to adapt to a changing environment (essential)
? Autonomous worker with team spirit (essential)
? Eager to learn. Technical aptitude to assimilate new learning quickly (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 the customers. Good customer engagement (essential)
? Team player (essential)
? Works on problems of diverse scope where analysis requires evaluation of identifiable factors.
? Applies known solutions to solve problems.

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

Typically requires BE/BS in a technical field (CS/EE preferred) and/or equivalent plus 4 to 5 years related experience.

Desired Skills:

CCIE desired / preferred but not required.
CCNA desired.


About Cisco:

The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

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