Cisco Careers

Meet the Team

Cisco Customer Experience (i.e. Services) is a team of extraordinary technical guides whose #1 focus is to deliver best-in-class customer experience with Cisco’s solutions deployed at customers. We help tackle the toughest business challenges with network-centric solutions that accelerate customer and partner success and dedication. Our success is validated through extraordinary financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores.

The CX theatre team ensures that customer needs are met and provides support for various Cisco services and solutions. The theatre team works on complex, challenging business problems with some of Cisco's top customers. It's a superb opportunity to master the latest technology and products, while working with a technically diverse and encouraging team. Grow your skills in a dynamic, team-oriented environment and join some of the industry's brightest minds in deploying and supporting today's most advanced Internet technologies.

Your Impact

As part of the Cisco HTEC(High Touch Expert Care) organisation, you will be part of a dynamic, fast paced and supportive team that will build you up as you manage the technical support for some of Cisco's biggest customers. You will be given the opportunity to work alongside many of Cisco's Technical Service organisations and will receive unique insight into the IT services industry all the way from pre-sales to day 2 support as an engineer focused on some of Cisco's key customers.

The function of a High Touch Engineer ( HTE) helps customers maximise network availability and functionality to achieve their business goals. The HTE delivers the services to customers in need to expertly manage their networks. In this role, you will be "Cisco's face to the customer," working in a fast-paced, high-impact environment as a visible contributor delivering on our commitments and be seen as a Technical Leader by both the customer and the team of Cisco High Touch Expert care team. 

We are looking to recruit a candidate keen to further develop their career, who are not afraid of change,  eager to grasp complex challenges, working side by side with seasoned engineers across multiple disciplines, and provide leadership to a team of High Touch Expert Care resources

Role & Responsibilities

* Act as a technical focal point for network problem resolution. Troubleshoot and resolve customer network problems across a broad range of technologies. Provide Network-level problem resolution, including troubleshooting on the entire Cisco network for sophisticated and critical issues. Is a dedicated and trusted Technical point of contact for moderate to sophisticated network issues.

  * Provide problem Root Cause Analysis at the network infrastructure and application level and produce detailed technical reports that include root cause, next steps, and recommendations for corrective and preventive actions,

  * Provide Software Referrals to address critical problems identified across install base.

  * Review and analyze trends and work with the High Touch Operations Manager (HTOM) in providing quarterly reports detailing corrective action plans, and other actions planned for the next quarter.

  * Shorten the time to resolution during sophisticated and critical situations by using knowledge of the customer network and their operations.

  * Assist the Account Team, Technical Assistance Centre (TAC) and HTOM, on any specific matters which may arise in the delivery of the Support Services on their customer accounts.

  * Occasional business travels are required

  * Successfully handle customer relationship. Support service delivery on accounts under their responsibility. Generate reusable Intellectual Capital in the form of standard customer results. Question the way of working and suggest improvements.

  * Provide remote or onsite deployment support. When appropriate act as Lead Engineer for HTTS and TAC when driving customer's enhanced or reoccurring reactive issues to resolution.

* Review historic customer data to identify trends and enable problem management

*Handle multiple customers for aforementioned needs remotely or onsite.

Minimum Qualifications: 

· Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 10+ years related experience or MS in a technical field (CS/EE preferred).

· Excellent Verbal and Written Communication skills.

· Presentation Skills: Executive level presentation skills, able to communicate complex solutions to non-technical audience successfully to help drive business growth and outcomes.

· Self-driven with proven experience in resolving complex technical issues in Enterprise Networks.

· Excellent Problem-solving and probing skills.

· Proven ability to work autonomously & independently.

· Examine requirements and provide solutions within the constraints specified. Follows the agile methodology for fast solution delivery, testing, and value realization.

· Hands-On experience with Cisco  SDA Solution, DNAC and Wireless Products - WLC (Wireless LAN Controllers), Access Points (AP), MSE, CMX, Prime Infrastructure (PI) etc.

· Deep understanding of IEEE 802.11 standards (a,b,g), 802.1x, Wi-Fi .

· Knowledge of WLAN Security in the areas of authentication, encryption, IDS/IPS using Radius, AAA authentication, EAP, LEAP, PEAP, PSK.

· WEP encryption (Wired Equivalent Privacy,WPA (Wi-Fi Protocol Access), WPA2.

· Experience with WLSM, WCS etc.

· Hands-on with packet level troubleshooting such Over-the-air captures, Span captures using tools such as Wireshark etc.

· Ability to diagnose and analyze issues through debugs and logs.

· Knowledge of Cisco Mobility Express (CMX), Mobility Services Engine (MSE), Hyper-location, BLE products/technologies and applications or equivalent 3rd party solutions.

· Knowledge of RF Site Survey and related tools like Airmagnet, Ekahau.

· Knowledge of TCP/IP, SNMP, LAN/WAN routing/switching and other network layer protocols a plus.

· Cisco Certifications in Wireless Technology is a plus (CCNA, CCNP R&S, CCNA-W, CCNP-EN, CCIE-EN).

· Vendor Neutral certifications such as CWNA, CWSP etc will also be considered.

· NMS, SNMP experience is a bonus.

· Understanding of Fabric technologies, Underlay, Overlay, LISP, ISIS and ECMP.

· Deep understanding of VxLAN and eVPN.

· Knowledge on Enterprise Routing and switching technologies like OSPF, ISIS, MBGP, IBGP, PBR, BFD, VTP, STP, FHRP, ARP will be an added advantage.

#WeAreCisco 

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!