Technical Consulting Engineer - Route/Switch

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  • Location:
    Mexico City, Mexico
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1419897

=== WHAT YOU’LL DO ===

ALL CMS TEAM MEMBERS ARE EXPECTED TO MAKE VALUABLE CONTRIBUTIONS IN THE FOLLOWING AREAS:
Understand and meet customer agreements (SLO/SLA/commitments).

Follow and participate in the improvement of detailed team processes.

Identify and adhere to cost reduction measures.

Be accountable for following established team processes.

Understand ITIL framework (Event, Incident, Change, Service Request & Problem Management).

Collaborate with peers and across multiple teams.

Maintain knowledge and skill levels required to perform role effectively.

Actively share and develop innovation and automations for continued improvement wherever possible.


SPECIFIC TO THE ROLE OF COMPLEX SERVICE REQUEST ENGINEER, RESPONSIBILITIES MAY INCLUDE:

Ensure accurate execution of detailed and approved requests in customers’ production environments.

Adhere to and carry out Change Enablement processes and policies of Cisco and customers.

Support Change Managers on Change Advisory Board (CAB) meetings, whether internal and external.

Take all appropriate steps to mitigate risk of impact to customers’ production environment due to implementation of approved changes.

Validate service request execution process prior to production implementation.

Conduct post-change QA testing to validate successful service request completion and to reduce risk of service impacting events resulting from the change.

Serve as first point of escalation for failed service requests/changes; conduct change backouts to the point of pre-change baseline.

Provide continual communication to customers before, during and after execution of approved service requests.


=== WHOM YOU’LL WORK WITH ===

CX is a team of outstanding technical guides whose #1 focus is to deliver elite customer experience. We help solve the toughest business challenges with network-centric solutions that accelerate customer and partner success and dedication. Our success is validated through extraordinary financial results, growing customer happiness metrics, industry recognition, and employee happiness scores.

As part of the Cisco CMS organization, you are joining a dynamic, fast paced and encouraging team, where you’ll learn and grow as you run the 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 outstanding insight into the IT services industry.


=== WHO YOU ARE ===

You are meticulous, organized, work well with others, and are truly a great teammate! Protecting customer data and environments is critical to your work ethic. You have excellent verbal and written communication skills. You have a deep understanding of the tenets of Change Enablement and its paramount importance to the protection of the customer environment. Can you see the big picture even when analyzing multiple sophisticated factors under pressure?


=== WHAT YOU KNOW ===


MINIMUM REQUIREMENTS

  • Possess a BA degree or equivalent experience in a technical field.
  • 5+ years of experience in the following areas:
    • Managed Services including network operations/technical support role and/or a technical architecture/implementation role with good understanding in core Routing and Switching Technologies.
    • Mastery level certification like CCNP/CCIE DC/R&S/SP or equivalent.
    • Deep technical experience in Routing & Switching or Service Provider/Data Centre including practical experience on Cisco products OR expertise on SD-WAN(Viptela and Meraki) understanding and good hands-on experience is a must.
    • Experience supporting wireless network infrastructures, including Cisco or other competitor's products preferred.
  • Strong written/verbal communication abilities. (Being bilingual English-Spanish is mandatory possessing a C1 level, as a minimum. Non-bilingual candidates will not be taken into consideration) 
  • Handle task priorities while handling multiple customer commitments.
  • Work independently with minimal direction.
  • Strong interpersonal, organizational, and collaboration skills.


PREFERRED REQUIREMENTS

In addition to the above required skills, experience in some of the following would be an added advantage:

  • Scripting and Automation (Python etc)
  • Load balancer solutions, including F5, Radware and Netscaler
  • SD-A (DNAC)
  • Expertise in Load Balancing & Global/DNS Load Balancing technologies.
  • Extensive practical experience in design and implementations on Citrix Netscaler and software appliances. Cisco Application Control Engine or F5 preferred.
  • Proficiency with L4-L7 Load Balancing NetScaler, Firewall/Security Products preferred.

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 


 

 

  
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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