Technical Support Engineer
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Location:Berlin, Germany
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Area of InterestInformation Technology
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Job TypeProfessional
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Technology InterestCloud and Data Center, Networking, Security
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Job Id1415001
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.
Cisco's operational support organization is responsible for supporting the governmental service provider in its service provision. You will be part of a newly founded team resolving service requests for a key customer and enabling them to move forward in their digital transformation journey. All Cisco products and services are your daily business and you act as a translator between technology and transformation.
Developing and expanding our technology framework and bringing operations to a state-of-the art service is part of our DNA.
In this exciting multiverse we are expanding our team. Service is a key concern of our customers and an investment area for Cisco. Does this sound intriguing to you? Welcome to Cisco.
What You'll Do
As Network Operations Engineer you will handle all service requests and incidents that arise for our customer. Specifically, your area of responsibility contains Cisco SDA and Cisco Routing & Switching technology. You will play a meaningful role on their road to excellence in operations. Your analytical skills will help craft the existing processes and give input to new methods and measures. Your daily work is very diverse and there will be a lot of room for you to shape your day.
Your tasks include:
* Proactive surveillance of Cisco IT landscape
* Handling all troubleshooting to ensure flawless operations.
* Problem solving the Cisco IT landscape that is in operations with the customer.
* Second level support for all tickets
* Development of Automation Processes
* Documentation of the exiting IT landscape, maintain records of support requests, problems and their solutions.
* Communication between first level support and customer, act as an escalation point
* Liaison between the service levels and negotiator for all requests
* Being the escalation point to the customer for requests and other changes
Who You'll Work With
Operations support for our customers is driven by a small team located in Berlin. The team is looking for highly motivated colleagues, who are willing to embark on our journey in crafting the customer operations support in Germany.
Who You Are
In addition to your ability to work as a team member in a multi-functional and supportive environment, you possess:
BA/BS degree, typically in computer science or similar subject
* Or 3+ years of professional experience in IT
* CCNA or higher
* Automation skills (i.e. Python)
* Linux knowledge
* Organizational, planning and documentation skills.
* Communication and team work also in a non-technical manner to ensure mutual understanding.
* Ability to structure yourself in a sophisticated environment to serve time constraints.
* Willing to understand new areas and follow IT development.
* Willing to work out of business hours.
* Willing to learn new technologies and undertake certifications and trainings.
* Fluent in German and in English speaking, reading, and writing.
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 Network 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!
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.
