Platform NOC Engineer - Tier 2 - WxCCE

Apply
  • Location:
    Offsite, RTP, North Carolina, US
  • Area of Interest
    Engineer - Software
  • Job Type
    Professional
  • Technology Interest
    Webex (Collaboration)
  • Job Id
    1429398

Application window has been extended and expected to close on 10/13/24

In the Dedicated Instance Platform NOC team you will own, investigate and solve complex technical issues in support of our enterprise clients. Collaborate with Developers and Dedicated Instance Platform Engineers to ensure world class Support and Customer Experience.

  • Provide 24X7 escalation support for all P1/P2 application related issues
  • Providing proactive & reactive technical support, second line phone/email consultation to independently debug complex platform problems
  • Serve as first point of escalation on all priority incidents and changes.
  • Coordinate field services as needed for onsite support
  • Meticulously adhere to processes to update tickets and record relevant and accurate notes
  • Troubleshoot & resolve the incidents and problem tickets within SLA/SLO
  • Drive department best practices, guidelines implementation and adhering to standards.

Who You'll Work With

You will work with within our Platform and Infrastructure team as part of Workplace Collaboration organization at Cisco. We are Innovators, we drive innovation to propel employee business transformation while maintaining operational quality. We are Accelerators, we accelerate digital solutions to generate cost savings and efficiency gains for enterprise growth and success. We are Transformers, as Workforce Collaboration, we transform the employee experience by being our own customer first with agility, quality, and security, we continuously deliver business.

Who You Are

This role focuses on device management, remediation, event analysis, and providing world-class customer service. Job responsibilities include troubleshooting, diagnosing, and resolving problems in sophisticated customer networks, working in a global 24x7 organization. An ideal candidate will have prior NOC/SOC experience, working against timelines in a fast-paced environment. A strong working understanding of network, compute, storage and virtualization platforms and technologies is vital for a successful candidate. Superb communication skills over video, web conference, and chat are required to succeed in the global Team.

Minimum Qualifications:

  • BS in a technical field (IT/CS/EE) or equivalent plus 1-3+ years related experience.
  • Knowledge and familiarity with VMware, Cisco Hyperflex, Cisco UCS and Storage.
  • You should have good experience in Networking industry experience and knowledge of products and protocols
  • Familiar with virtualization and container environments (VMware, Microsoft, Kubernetes) and have technical exposure in integrating ACI with virtualization platforms through VMM integration

Desired Skills

  • Excellent written and verbal communication and interpersonal skills.
  • Has knowledge and experience in overlay technologies VXLAN, BGP EVPN, OTV, LISP.
  • Understand ITIL framework (Event, Incident, Change, Service Request & Problem Management)
  • Cisco Professional Level Certification is desired, but not required.

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 

#CollabFY25

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.

Share

Apply