Technical Consulting Engineer - Security HTTS
Location:RTP, North Carolina, US
Area of InterestInformation Technology
Who You'll Work With
In CX Global Center, everything we do is driven by intimacy with customers and partners. They trust us to deliver, because we reinforce our services expertise with discernment. And with a passion for innovation and disruption, our elite team is at the forefront of Cisco’s evolution.
Customer Experience organization is looking for a Customer Support Engineer to join some of the industry's brightest minds in developing and deploying today's most sophisticated Internet technologies. In this role, you will gain insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain.
We are very oriented in customer experience and customer success. Our highly skilled team supports and collaborate with people from different backgrounds around the world. We are committed to deliver premium support to our customers and partners.
Customer Experience is a team of elite technical specialists whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores. Cisco's Global Customer Experience Center (GCXC) is aligned to the centers in various geographic regions and together we form one global borderless customer support experience
What You'll Do
Strong analytical and troubleshooting skills and must have the initiative, perseverance and commitment to see problems through towards resolution.
Performs Sophisticated Level Troubleshooting, Analysis and Diagnosis of Sophisticated Networking Problems & Design Issues. Resolve the incidents and problem tickets within SLA or critical metric.
Take ownership of sophisticated problems, provide remote support in performing analysis, isolate problems and deliver solutions with a high level of customer satisfaction
Respond to blocking issues and/or assistance requests originated from customer or peer engineers according to established processes
Effectively work with multi-functional teams to resolve major customer issues
Aim for continuous learning and improvement, results orientation and collaboration.
Develop expertise in specific areas (i.e. technology, product)
The Security engineer is an experienced engineer who work on some of the largest service provider networks in the world. Customers call a premium support number and get the required support via email, phone and remote access for fixing thir incidents. The team works with customers to restore services and provide root cause analysis within the service level agreements, and we work closely with several internal partners to provide the premium customer support.
Who You Are
Attributes of a Successful Candidate:
We are looking for talent with following qualities and skills:
Ability to work in a fast-paced, high-pressure, multi-functional environment.
Ability to function optimally in ambiguous circumstances.
Demonstrate high-level of maturity and confidentiality.
Shares information and communicates clearly with team members to improve team effectiveness. Encourages and accepts feedback.
Excellent written and verbal communication, interpersonal and presentation skills.
Have strong time leadership skills
Ability to perform tasks with minimal direction with consistency and quality.
Ability to mentor and coach others, transfer knowledge and/or effectively explain sophisticated technical concepts
Confirmed planning, prioritization, and organizational skills.
Ability to lead change through innovation & process improvement.
Education & Experience:
Typically requires BSEE/CS or equivalent with +8 years of relevant experience in a network / telecommunications Operations or Technology support environment.
CCIE (Lab) is highly preferred with a minimum certification of CCNP or its equivalent.
In-depth Knowledge on one of the following: FirePower, AAA, ISE, ASA, Next Generation Firewalls, FTD, IPSec VPNs, remote access VPNs, GetVPN, DMVPN. Desirable Legacy IPS, IOS and IOS-XE ZBPF, CSM, NGIPS, NAT.
You have a BS in a technical field
CCNA in Security
4-6 years related experience working on NOCs or Service Desks
You work independently and bring proven crisis leadership skills
Ability to work on problems of diverse scope where analysis requires evaluation of identifiable factors
Deep knowledge of telecommunication systems and network environments
Ability to analyze, use and configure medium and large enterprise/SP networks
The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's redefining 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 ground-breaking ideas will affect everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a lively and flexible culture that has earned Cisco global recognition as a phenomenal 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.