High Touch Engineer – Expert Care National Germany

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  • Location:
    Eschborn, Germany
  • Alternate Location
    Berlin, Germany; Garching, Germany;
  • Area of Interest
    Security
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center, Networking, Security
  • Job Id
    1415110

While reading our job description, please remember - we understand from experience that not ticking every box on the skills sections stops many from applying. You should apply if you feel you are the right person for the job and have the aptitude to learn and deliver results

Who You Will Work With

Cisco’s government and enterprise customers receive personalized reactive services from a dedicated team of engineers as part of the CNS Service Team (Classified Network Support). Being part of the Customer Experience organization (CX), Cisco CNS Germany provides an enhanced third level support to differentiate our service from standard technical services and support.

The CNS team is expanding capabilities and as a new team member based out of Germany you will have the opportunity to work in a fun, challenging, diverse, and dynamic environment. Learning and sharing experiences is expected and part of the team’s growth and start up culture, while we continue to build the team and customized services.

What You’ll Do

As part of the Classified Network Support team:

·       You are a technical expert in (Cisco) Enterprise Networking technology area and willing to learn and expand your expertise via Cisco.

·       You drive customer satisfaction and take ownership for customer success. You identify, document, and resolve issues reported by our customers.

·       You solve problems of diverse scope and complexity where the problem analysis requires further evaluation of various factors and correlation of data.

·       You work directly with a team of highly experienced technical experts in multiple roles and technologies, as well as closely with business units and development teams in a global setting.

·       You are willing to consult on proactive engagements and/or projects (depending on experience) for a holistic customer service experience.

Who You Are

In addition to your ability to work as a team member:

·       You are able to think and operate independently in a highly collaborative working environment, especially when working remotely and with remote colleagues.

·       You have excellent presentation and communication skills, to communicate effectively with customers.

·       You are fluent in German and English.

·       You have a BS in a technical field or equivalent related work experience.

·       You are willing to work on a shift basis.

·       Previous experience in reactive support, operations or troubleshooting complex technical problems is an advantage.

·       Relevant existing CCNA or CCNP certification is a plus.

Technical Expertise Desired:

·       Understanding of IP/TCP networking and security concepts.

·       Knowledge of common Cisco technologies, solutions, and hardware platforms.

·       Cisco carrier-grade routers including CRS, ASR9K, NCS and IOS XR architecture and troubleshooting.

·       SP Routing Protocols, BGP, MPLS, L2VPN, L3VPN, Traffic Engineering (TE), and IPv6.

·       Enterprise/Campus Routing and Switching, Carrier Ethernet, QoS

·       Overall willingness to learn on the job and expand knowledge of implementing and supporting Cisco technologies and products as required.

·       Willingness to pursue CCNA/CCNP/CCIE level certifications.


Our Benefits

Get ready to join Cisco, where we prioritize a positive work environment and team support. Our benefits package includes:-

• Wellness: We offer global support for your physical, mental, and financial health, including five wellness learning paths and the Cisco Mind Set mindfulness program

• Support Services: We're here to support you with assistance for services such as childcare and elder care, along with counseling, personal support, and access to expert medical opinions for complex health matters.

• Work-Life Benefits: We've got perks to simplify your life, including thoughtful resources for parents. And for growing families, we celebrate your journey with a special gift.

• Time Off: Take advantage of PTO, extra personal time, birthday leave, and emergency time off to maintain a healthy balance.

• Volunteering: Make an impact with 10 paid Time2Give days to support your favorite causes.

• Rewards: Enjoy stock discounts, monetary recognition for great work, and referral bonuses.

• Professional Growth: Boost your career with our extensive training and development opportunities.

Cisco is more than a company—it's a place where your career can thrive in an exciting and fulfilling environment.


Why Cisco 

We change the World, as a High Touch Engineer, you are passionate about Cisco and the brand we represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our ground-breaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real world impact. You'll be part of a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired!



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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