CUSTOMER SUPPORT ENGINEER

  • Location:
    Mumbai, Maharashtra, India
  • Area of Interest
    Engineer - Network
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1206581
New

What you will do

Cisco seeks and CSE to join some of the industry’s brightest minds in providing proactive technical support. In this role you will be empowered to transform the way that CMS delights our customers.

Who you will work with

The primary role of IP Support Cisco ACS TAC Engineer (L3 Engineer) is to able to provide 24*7 support on Escalated cases from Fault Management Team and verify the service impact of Architectural and Network related changes.

 

Who you are

Skill Set:

  • Troubleshooting and resolution  of ACS related issues on  Service provider domain having technologies like ACS TACACS+ and Radius AAA for devices of all IPMPLS, WIFI domain
  • Good knowledge on RADIUS AV-Pairs, Command shell profiles

Job Responsibilities:

  • Assist fault management and field functions, provide technical support and guidance to resolve the fault.
  • Configure and troubleshoot device authentication & command authorization for different platforms Cisco / Non-Cisco
  • Review Error reporting and find cause for authentication / authorization failure
  • Troubleshoot Distributed architecture related issues for ACS
  • Troubleshoot Identity store related issues including Microsoft AD
  • Monitor/track the HPSM tool for the TT’s assigned to IPSupport Team
  • Understand and carryout troubleshooting to restore the fault occurred in ACS related issues with minimal need to engage Cisco TAC resources.
  • Adhere to the documented escalation guidelines.
  • Apply the workaround to restore the services and update the same in trouble ticket (TT)
  • Cross verify with service owner whether services are restored or not. Upon confirmation update the information in TT & go ahead with closure of TT.
  • Take up with respective team like design, planning, configuration etc. for permanent fix.
  • Interface with Cisco TAC and RJIL Teams to create and manage problem resolution.
  • Engage Cisco TAC team in case issue is not resolved or looking for the root cause analysis (RCA)
  • Join WebEx meetings with Cisco TAC/BU engineer, provide all required information to analyse and troubleshoot the fault
  • Support Cisco TAC/BU to carry out the suggested activity to capture the required logs during problematic condition
  • Perform the recommendation activity & closely monitor the performance of the system
  • Preparation, presentation and impact analysis on design changes and Network issues.
  • Communicate and document the root cause analysis of incidents and escalated issues.
  • Software management and version tracking of images running across the various Cisco platform  in RJIL network
  • Review, edit, and publish Tech Notes, RCAs, and knowledgebase articles
  • Should be able to impart knowledge transfer and train the FM & Surveillance Engineers.

 

Additional Job Responsibilities:

  • ACS server system KPI monitoring and reporting with AAA reports, providing top authentication failure with reasons
  • Handling Config, Incident & problem management for respective product
  • 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.
  •  

We Are Cisco.

 

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