Technical Consulting Engineer: Security Tier II (CMS)

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  • Location:
    Mexico City, Mexico
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1415554

WHAT YOU’LL DO

All CMS team members are expected to contribute in:

- Understand and meet customer agreements (SLO/SLA/commitments)

- Follow and participate in the improvement of established team processes

- Identify and adhere to cost reduction measures

- Accountable for following detailed team processes

- Understand ITIL framework (Event, Incident, Change, Service Request & Problem Management)

- Collaborate with peers and cross-functional teams

- Maintaining knowledge required to perform role optimally

- Participate in regular sync-ups

- Actively share / develop innovation and automations for continued improvement

Specific to the role of Complex Service Request Sustained Engineer, responsibilities may include:

- Ensure accurate documentation of work to be implemented within customer’s production environment

- Schedule meetings with customer requesters to ensure accuracy of request submission

- Build and prepare reports of service request volumes and technical categories

- Adhere to and reinforce Cisco and customer Change Management processes and policies

- Support Change Managers on CABs (internal and external)

- Take appropriate steps to reduce potential production impact due to execution of approved changes


WHO YOU’LL WORK WITH

The Cisco Managed Services team provides second/third level technical support for Cloud / Hybrid solutions and cloud enabled end point products on a worldwide basis via inbound/outbound phone calls, email, web, and remote access. Provide consultation to independently solve & debug solutions for Cisco customers, partners, account teams along with collaborating with other TAC engineers to resolve issues.




You are detail oriented and organized, work well with others and are truly a great teammate. Protecting customer environments is central to your purpose. You have excellent verbal and written communication skills and can see the big picture even when analyzing multiple sophisticated factors under pressure. You have a deep understanding of the fundamentals of Change Management.


MINIMUM REQUIREMENTS

- Possess a BA in a technical field with 3+ years of experience working in a NOC (Network Operations Centre) or TAC (Technical Assistance Centre) or 2+ years of experience in an Implementation Role with experience in the following areas:
    • Security platforms and technologies (including Cisco Products)

- Strong written/verbal communication abilities. (Being bilingual English-Spanish is mandatory possessing a C1 level, as a minimum. Non-bilingual candidates will not be taken into consideration)



DESIRED REQUIREMENTS

- Good organizational skills

- Ability to prioritize workload while handling customer commitments

- Strong interpersonal and teamwork skills

- Able to work independently with minimal supervision

- Prior Managed Service experience

- Expert understanding of the TCP/IP protocol suite

- Experience with:

- Configuring, upgrading & maintaining Firewall, IDS/IPS platforms

- Setup and management of Site-to-site IPSec VPN Tunnels

- Monitoring system resource allocation and utilization

- Firewall rule creation, migrations, and re-certification

- Designing, setting engineering standards, Configure, administer, and document firewall infrastructure

- Performance tuning and optimization of firewalls and firewall policy’s

- In-depth understanding of Network ports, NAT, PAT and Access Lists

- Possesses utmost troubleshooting skills in the areas of security and networking

- Use of sophisticated lab setups to duplicate and solve problems and validate planned changes to software and hardware design

- Ability to obtain and read packet level network traces

- Experience in IT Security assessments, implementing new security solutions & systems such as IPS, IDS, and firewalls

Working, demonstrated hands-on product and technology skills mentioned above in multiple of the following areas (more a plus):

- Cisco ASA

- FirePower Family (FTD, FMC, FXOS, traditional IDS/IPS devices)

- Palo Alto

- Identity Services Engine

- Cisco Defense Orchestrator



Why Cisco? 

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions. 

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco 


Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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