Technical Support Engineer

  • Location:
    Riyadh, Ar Riyad, Saudi Arabia
  • Area of Interest
    Technical Support
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center
  • Job Id
    1218939
New

The Business Entity
Cisco CMS seeks a Manager of Technical Support to lead teams of customer support engineers who deliver Customer Management Services. The manager handles escalations and assumes ownership for the end-to-end customer experience. Serving in a liaison role, the manager creates a bridge that connects the technical and business perspectives of customer engagements.

The Team
As part of the Cisco CMS organization, you will be part of a dynamic, fast paced and supportive team that will build you up as you manage the network operation team for some of Cisco's biggest customers. The ideal candidate demonstrates knowledge of Cisco processes and team dynamics across the organization, as well as the superior coaching and motivational skills required to engage, develop and retain top talent on a high-performance team.

Roles & Responsibilities:
The Customer Support Engineer is the connection to Cisco customers and builds effective working relationships while solving their issues, managing expectations, and leaving the customer feeling valued as part of Cisco NOC Fault Management Team. The successful CSE:

• Continually develops their working knowledge of networking products and protocols to provide second/third level technical support on a worldwide basis via phone, email, web and remote access in designated technology focus area
• Effectively utilizes databases of existing issues, debugging tools and simple or moderate lab simulations to analyze problems and identify solutions with a high level of customer satisfaction
• Shares knowledge to build relationships, and effectively troubleshoots problems both alone and as part of a team.

 

Desired Skills:

Experience in customer facing network operation , knowledge of IP/MPLS and the competitive marketplace.
Should possess 4+ years-prior management experience is highly desirable.

CCNP and ITIL foundation certified
Complete understanding of and experience in leading a team in applying all elements of Network Operation
Proven business and technical expertise and extensive customer service engineering experience

Excellent working relationships with other customer service organizations within Cisco and with appropriate business units
Ability to formulate and deliver complex presentations throughout Cisco and to customer technical departments
Demonstrated industry awareness
Bilingual (Arabic, English) is highly desired.

Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

  • We connect everything – people, process, data and things – and we use those connections to change our world for the better.
  • We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
  • We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.
Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco

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