R1014068 LAN Switching Customer Support Engineer

  • Location:
    RTP, North Carolina, US
  • Additional Location(s)
    United States California San Jose or Richardson, Texas
  • Area of Interest
    Professional Services
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1014068
The Business Entity
Enterprise switching is the heart and soul of today's networks.  We support a growing 50 billion dollar install base worldwide.  Our team stands on the cutting edge of the switching technology and is constantly engaged with the most complex networks.  

The Team
The TAC organization seeks a Customer Support Engineer - Enterprise Switching to join some of the industry's brightest minds in developing and deploying today's most advanced Internet technologies. In this role, you will gain insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain. The ideal candidate demonstrates an aptitude and drive for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and empathy to make an impact on our customers.   This is a great opportunity to advance their career providing value to customers while working as an industry leader in networking technology.

Role & Responsibilities
* Responsible for providing technical support regarding the company's proprietary systems and software.
* Assist customers in troubleshooting hardware/software related issues on various platforms and provide technical assistance to company customers.
* Analyze, configure and troubleshoot small networks
* Troubleshoot error messages and suggest layer-2 / layer-3 switch configurations.
* Support Core, distribution and access layers switches.
* Work with business unit escalation teams, tools teams and training groups.
* Use Layer 2 Cisco's Switching platform knowledge (e.g. system architecture, switching and forwarding issues) in Catalyst Switches C6500, C4000, C3000, C2900, and other Layer 2 devices to work with customers and BUs.
* Provide troubleshooting, defect management, and training documentation skills
* Solving customer escalated network severity cases in a timely manner by leveraging Cisco Enterprise Switch technologies.
* Solves product and network problems of moderate complexity.
* Provides basic systems/product training and intellectual property material.
* Effectively utilizes moderately complex lab setups to duplicate and solve problems.
* Submits complete and correct software defect reports in area of expertise with collaboration and supervision.
* Suggests modifications to processes and procedures
* Works on problems of moderate scope where analysis of situations or data requires a review of identifiable factors.
* Receives general direction on executing work plan.
* Exercises judgment within defined procedures to determine appropriate action.
* Presents ideas and interacts within TAC and development teams at peer level
Ability to interact with customers in a variety of mediums (communities, on-site, social media, etc)
* Proactive consultative skills
* Collaborative engagement skills
* Experience with multiple social mediums

Minimum Qualifications
* BS/BA degree required, with 2 or more years related experience.
* Working knowledge of Networking industry, products and protocols.
* Able to determine problems and deliver known solutions with a high level of customer satisfaction.
* Receives general direction on executing work plan.
* Exercises judgment within defined procedures to determine appropriate action.
Ability to communicate effectively both verbally and in writing.
* Working knowledge of Networking industry, products and protocols.
* Able to determine problems and deliver known solutions with a high level of customer satisfaction.
* Ability to work effectively with and provide guidance to other members of the work group.
* Promotes and solicits ideas within TAC team(s).

Desired Skills
* Strong Layer 2 & 3 Cisco's Switching platform knowledge (e.g. system architecture, switching and forwarding issues) and hands-on experience in Catalyst Switches C6500, C4000, C3000, C2900, and other Layer 2 devices
* Requires engineer to be well-versed in spanning tree protocol, DHCP, multicast, QoS, VLAN and VTP, 6500 VSS, and SPAN and RSPAN.
* The candidate will be using networking tools such as traffic generators (e.g lxia), sniffers etc, to perform regular job duties of this position
* Customer service experience is preferred
* Cisco Certifications: CCNA, CCNP, and/or CCIE

About Cisco
The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

Networking, routing, switching, 6500, ISR series routers, troubleshooting, customer support, CCIE, CCNP

*LI-DR1

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