ENGINEER.IV.CUSTOMER SUPPORT.CUSTOMER ADVOCACY

  • Location:
    London, England, United Kingdom
  • Area of Interest
    Engineer - Network
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1217819
New

Base location: London, UK; will require travel to Ipswitch 3 days/ week.
Salary: competitive
Opening date for applications: 9th of November 
2017
Closing date for applications: 8th of December 
2017
Job title: ENGINEER.IV.CUSTOMER SUPPORT.CUSTOMER ADVOCACY


What You'll Do
We need a trusted advisor who can quickly build relationships with executives and influencers, inspiring confidence through your communication and technical knowledge.

As an Engineer Customer Support you will:
• Provide Network-level problem resolution, including troubleshooting on the entire Cisco network for complex and critical issues while understanding and considering other services such as billing, database services, security, hosting and back-office services running on the network.
• Develop and execute scripts to automate information gathering and configurations in large deployments.
• Provide problem root-cause analysis at the network infrastructure level and produce detailed technical reports that include root cause, next steps, and recommendations for corrective and preventive actions.
• Provide Software Referrals to address critical problems identified across customer’s network based on Cisco software development, testing and release cycles while considering deployed services versus software vulnerabilities.
• Identify and submit software feature enhancements to improve customer efficiency and service offering.
• Review and analyse network trends and work with the High Touch Operations Manager (HTOM) in providing quarterly reports detailing corrective action plans, and other actions planned for the next quarter.
• Shorten the time to resolution during complex and critical network-level. situations by using knowledge of the customer network and their operations.
• Resolve problems that have been escalated to the highest level for mission critical situations.
• Assist the High Touch Operations Manager (HTOM) on any technical matters which may arise in the delivery of the High Touch program on their customer accounts.

Who You'll Work With
We are the High Value Services team supporting one of the largest service providers in the UK. Our services are transforming taking our customers along with us on this journey.

Our services help to optimise the management of our customer’s network to improve operational efficiency and minimize business disruption. This personalized, high value service offers a wide range of benefits that collectively focus on a single objective: achieving their desired operational out comes.

We are a strong and close working team that works very well together and looking add another team player.

Who You Are
You are a self motivated individual that is dedicated to exceeding client expectations, be willing to contribute to team efforts and in addition to their technical ability must also possess strong communication and interpersonal skills. You will have the following:

Minimum requirements:
• extensive experience in network engineering and telecommunications support environment. 
• CCIE SP required, other CCIEs desirable.
• Service Provider and large enterprise customer experience.
• Experience with Cisco technical services, Cisco internal diagnostic and decoding tools, software defect registration and software feature enhancement submissions, highly desirable.
• Experience within software development lifecycle highly desirable.
• Understanding of Cisco networking technologies and services.
• Proven working experience on Cisco IOS products.
• Experience in the following:
      • Multi Protocol Label Switching (including MPLS-Virtual Private Networks)
      • ASRx
      • CRSx
      • GSR
      • C7600
• Expert knowledge of routing protocols such as BGP, OSPF, ISIS, RIP, EIGRP.
• Proven leadership skills with the ability to engage and coordinate with other technical resources seamlessly during the trouble shooting process.
• Technical understanding of service provider technologies such as billing, database services, hosting and back office services mapped against network services and deployments.
• Strong problem solving skills.
• Strong technical presentation skills.
• Ability to provide technical trainings to internal Cisco and customer audiences.
• Leverages and contributes to Virtual Teams.
• Good understanding of business process and requirements in a support environment.
• Excellent written and verbal communication skills i.e fluent English, both written and verbal at a professional level.
• Ability to work successfully as a team member in a cross-functional matrix environment.
• Ability to provide leadership to less experienced engineers.


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, 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.

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