Engineer.Customer Support

  • Location:
    New Delhi, Delhi, India
  • Additional Location(s)
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
    Service Provider
  • Job Id

What You'll Do


High Touch Engineering Services is design to help customers maximize network availability and functionality to achieve their business goals. In this role, you will be "Cisco's face to the customer," working in a fast-paced, high-impact environment as a visible technical contributor delivering on our commitments. You need to be a creative problem solver, comfortable with challenging the status quo and rapidly responding to escalated issues. With a seasoned mix of broad networking knowledge and specific area expertise, as well as excellent Customer Relationship Management (CRM) skills, you're well positioned to become a trusted advisor capable of building solid, long-term relationships with customers. 

Focus Areas/Initiatives/Deliverables:

Ø  Possess detailed knowledge of customer network, critical sites, operating procedures as agreed upon with customer.

Ø  Lead the troubleshooting effort on problem reported by customer on issues to restore services in timely manner

Ø  Customer-specific designated support at network level

Ø  Escalation support for critical network outages and complex network issues

Ø  Established Technical Relationship to support customer network operations

Ø  On-site visits

Ø  Able to assist in maintenance window coverage

Ø  Regular scheduled review of open Service Requests working with Cisco TAC engineer to achieve a faster resolution.

Ø  Holistic technical management of recurring network problems.

Ø  Enhanced service delivery capability through broad understanding of customer's operational needs and integration with assigned Cisco Services team.

Ø  Improve communication with other functional groups within Technical Services and Sales team to focus on customer success.


Who You'll Work With


Cisco seeks a Customer Support Engineer to join Cisco's TS Advantage Service delivery team. In this role, you will gain insight on the detailed functionality of Cisco products and customers with all distributed elements of the service chain. The ideal candidate demonstrates an aptitude and appetite to resolve customer issues and 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.

Who You Are


Ø  Graduate in engineering from reputed university with minimum 8 years of experience, at least 5 years of work experience is required on Cisco product and technologies.

Ø  Strong knowledge in IP inter-networking, LAN switching (MST, PVST) and IP routing protocols (IGRP, OSPF). Good knowledge of IT infrastructure in Banking and financial vertical. 

Ø  Good working knowledge on Enterprise security products, Cisco ASA will be added advantage.

Ø  Hands on experience on IOS, IOS-XR.

Ø  Expert level inter-networking troubleshooting in a large-scale network in Enterprise environment.

Ø  Undertake support as designated engineer for large-scale networks. 

Ø  Must possess strong technical account management skills. Active participant in virtual technology teams within Cisco Services. In-depth knowledge of network management, network availability.

Ø  CCNP Certification is MUST, CCIE will be added advantage


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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