High Touch Engineer 1226537

  • Location:
    Shanghai, China
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
  • Job Id
  • Responsibilities
    Supports delivery of service program as a technical focal point of network problem resolution for medium-sized to major sized accounts
    Successfully manages customer relationships
    Conforms to service delivery of FTS standards and best practices.
    Attends regular HTOM led, customer calls to provide technical perspective of pending critical issues & to discuss/drive next technical priorities
    Quarterly review attendance and presentation of HTE related material
    Customer site rotations twice per annum to maintain customer relationship, network knowledge and provide basic troubleshooting training
    Based on service, provides remote or on-site deployment support
    Performs analysis and diagnosis and provides recommendations of medium complicity to complex networking problems
    Provides root cause analysis and/or software version referral
    For critical or apolitical situations, builds simulated networks in test labs to resolve medium to complex
    problems and compatibility issues
    Questions ways of working and suggests improvements
    Generates reusable intellectual capital in the form of standard customer deliverables
    Leverages and contributes with virtual teams
    Education & Experience
    Typically requires BS, CS or equivalent plus 4-6 years related technical experience

    Skills & Expertise
    Knowledgeable in one or more of the following: IP Internetworking, LAN Switching, IP Telephony, SAN, CDN, Optical, Wireless, IPCC, Data Center (UCS, Nexus, ACE, Virtualization), IP routing Protocols (IGRP, OSPF, EIGRP, BGP), MPLS (L2VPN, L3VPN), Multiple operating systems (classic IOS, IOS XR, IOS XE, NXOS, ASA), Security
    Strong understanding of all chosen current technologies and good understanding of emerging technologies
    Strong understanding of business impact of technology
    Troubleshooting experience
    Knowledge of network management, network availability & capacity planning
    Knowledgeable of PPDIOO life cycle services, Advanced Services, FTS Program model deliverables and expectations

    CCIE written


    Works with Cisco engineering to resolve customer problems.
    When appropriate provides technical guidance to customers, TAC and Adv. Services.
    Interfaces and works closely with others in a team environment to achieve common goals. This includes cross-functional collaboration and tight alignment with all FTS resources, as well as works closely with the AS engineering team, account team, SSM, CAP Mgrs, and other customer support resources to ensure there is one unified vision and direction for the customer.
    Interfaces with customer including customer engineers and management, as well as partners as applicable.
    Is recognized for ability to make internal & external presentations.

    Success Factors
    •Can Do
    •Take initiative
    •Results oriented
    •Customer Advocate
    •Sense of urgency
    •Helps others
    •Intuitive / inquisitive
    •Leads by example
    •Collaborative but not a pushover
    •Pragmatic & realistic yet dedicated to the customer

    Make Change Happen
    •Create & lead change
    •Influence without authority
    •Resourceful / creative
    •Problem solving (connect dots)
    •Attention to detail
    •Follow-up / follow-thru – no open action items!!
    •Can create action inside the TS business (understands tools and processes)
    •Set context at many levels
    •Communicate to many levels
    •Handle conflict
    •Can remain calm when others are melting down

    Organizational Fit:
    Be Relevant
    •Extension of customer’s staff
    •Extension of Account team
    •Raises concerns
    •Knows how other teams work (TAC, AS, Sales)

    Turns data into information
    •Identifies trends
    •Understands customer’s business & impacts

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