Customer Support Engineer - Cisco TAC Smart Net Total Care L2

  • Location:
    Krakow, Poland
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
  • 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.

The Team
Cisco TAC seeks a Network Engineer to be part of the TAC (Technical Assistance Center). In this role, you will gain insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain. This is a great opportunity for someone with patience and empathy to make an impact on our customers. This is a great opportunity to advance their career providing value to customers while working as an industry leader in networking technology.

The SNTC L2 Technical Support Engineer's (TSE) primary responsibility is to manage cases escalated by SNTC L1 TSEs for Smart Net Total Care (SNTC) Common Services Platform Collector (CSPC). These collectors ensure that data is transferred from the customers' networks to Cisco so it may be processed and reports may be generated. The TSE will be responsible for either troubleshooting or escalating the issue to L3 and updating the case accordingly. In addition to his or her L2 responsibilities, the L2 TSE is also responsible for managing collector deployments for approximately 5-10 accounts at any given time. Deployment responsibilities require the engineer to deploy Cisco's CSPC for SNTC customers. He or she will remotely assist customers and internal Cisco teams with deploying the collector and securing the first successful data upload.

Key areas of responsibility:
Manage cases escalated by SNTC L1 TSEs
Troubleshoot issue as defined in the case or escalate by opening a collaboration with Collector L3
Update all cases through our CSOne Case management system, ensuring accurate and timely notes are kept for all customer interactions and tasks completed
(Deployment) Socialize the deployment process, CSPC technical specs and service expectations with internal teams and SNTC Customers
(Deployment) Remotely assist customers with the deployment and installation of Cisco's CSPC
(Deployment) Communicate any issues, concerns, successes, etc. to the Program Manager and upper management.
(Deployment) Provide weekly updates to Program Management team on deployment status.
(Deployment) Regularly update internal portals with required metrics and other account information.
(Deployment) Train SNTC customers on device management and basic troubleshooting techniques to maintain their collector and network inventory.

Skills required:
Proficient in both Linux and Unix
Knowledge with network protocols-Telnet, SSH, SNMP, Ping
Ability to think strategically and work independently
Ability to prioritize and organize multiple projects/requests of varying importance and time sensitivity
Strong time management capabilities
Must be able to learn and work quickly under pressure
Excellent technical skills
Well-spoken and well written

Preferred Qualifications:
A bachelor's degree in computer or electrical engineering degree
Customer service experience
Reliable and dependable work ethic
System administration experience

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