Technical Consulting Engineer Application Centric Infrastructure

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  • Location:
    Mexico City, Mexico
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1421490

The Business Entity

Cisco Managed Services (CMS) organization seeks a customer support engineer to join a team of extremely talented engineers supporting strategic accounts. This is a great opportunity for someone with perseverance and a compassionate view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in technology. The successful candidate will have a track record and desire to excel at both technical issue resolution and customer management.

The Team

As part of the Cisco CMS organization, you will be part of a dynamic, fast-paced and supportive team that will build you up as you provide technical support for some of Cisco's biggest customers. you will be given the opportunity to work alongside many of Cisco's Technical and Advanced Service organizations 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.

Roles & Responsibilities:

  • Ensure 24/7 availability of the production environment and lead the daily operations of the production environment.
  • Ability to provide assistance in a support capacity with problem and incident resolution and assume major incident and problem ownership and accountability.
  • Able to work on-call and weekends on a as-needed basis.
  • Good analytical and resolution skills (the ability to think logically through a problem) and must have the initiative, perseverance, and commitment to see problems through to resolution.
  • Resolve incidents and problem tickets within SLA/SLO.
  • Recreate Customer Issues for technical resolution in the Operate Lab
  • A solid understanding of the ITIL framework and its application in a production environment.
  • Develop and maintain a knowledge of existing and new technologies and be able to tie the design and implementation of infrastructure to the managed components.
  • Working closely with the Engineering team to understand the product and project requirements.
  • Performs advanced level analysis, and diagnosis of complex issues.
  • Drive continuous improvement and process change suggestions to management.
  • Provide phone/email consultation to independently debug complex network problems.
  • Take ownership and accountability expectations in handling cases and customer situations.

Attributes of a Successful Candidate

We are looking for a talent with the following qualities and skills:

  • Ability to work in a fast-paced, high-pressured, multi-functional environment.
  • Demonstrate a high level of customer service and confidentiality
  • Attention to details and stellar social skills
  • Possess strong presentation and communication skills
  • Have strong time management skills

Required Skills

  • Minimum of 5+ years’ experience in network support.
  • knowledge of Incident/Change ticketing process.
  • Strong practical knowledge of configuring and resolving incidents of Routing and Switching protocols including BGP, OSPF, and STP
  • Strong practical knowledge of protocols including LACP, HSRP, QOS , Multicast, TCP/IP.
  • Solid understanding of concepts including VRF, VPC, EtherChannel.
  • Solid experience configuring Cisco catalyst switches, Cisco Nexus switches & Cisco routers.
  • Experience with Linux operating system.
  • Strong analytical, problem solving and organizational skills.
  • Strong written and verbal communication skills.
  • Open to learning new technologies and protocols.
  • ITIL certifications a plus.
  • CCNP is highly desired, CCNA is a must.
  • Knowledge of Cisco Data Center Compute platforms like UCS Blade & Rack Servers, UCS Fabric Interconnect, and UCS Manager.
  • Understanding of Cloud computing technology.
  • Basic knowledge in using at least one compute virtualization platform: VMware, vSphere, Microsoft Hyper-V, or KVM.
  • Experience with Python scripting language and Ansible is an advantage.
  • Experience working in a Dev-Ops environment is an advantage.

About Cisco

The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place to Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

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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