HIGH TOUCH ENGINEER

  • Location:
    Moscow, Russian Federation
  • Area of Interest
    Engineer - Network
  • Job Type
    Professional
  • Technology Interest
    Networking, Service Provider
  • Job Id
    1218564
New

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

 

Candidate requirements:

 

o         Good customer communication & facilitation skills.

o         More than 5 years’ experience of customer facing presentations, discussions and collaboration. Experience of playing a role of trusted advisor for customers

o         Deep experience of running the f2f escalation & post escalation discussion with customer tech management.

o         Deep knowledge of TSA and SPA deliverables

o         Experience in analysis of effect of reactive support to customer business. Experience in preparation of outcome-based reports & QBRs.  

o         Knowledge of implementation and proactive support tasks. Experience in collaboration with proactive support teams.

o         Russian & English

o         Deep knowledge of Cisco R&S, SP R&S, Security, DCN technologies and solutions.

o         CCIE R&S & CCIE SP is nice to have

o         Deep knowledge of country-wide SP and Banking Network Architecture & Services

o         Ready for on-site works

 

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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