Carrières chez Cisco

What You'll Do

The Customer Experience team at Cisco is a team of elite authorities 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, growing customer satisfaction metrics, industry recognition, and employee happiness scores. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Your career growth options will be vast, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!

Cisco Managed Services (CMS) group seeks a Customer Support Engineer (CSE) with expertise in Cisco Networking Technologies. As a CSE in our world-class team you will gain on the job experience and the ability to earn industry-leading certifications. You will be a strategic partner to our customers, saving their business from the impact of network incidents, solving and preventing the recurrence of technical issues. You will solve our customers' toughest problems, ensuring that our customers get expected business outcomes, providing a superior customer experience.

Who You'll Work With

The team is group of highly skilled, dynamic, diverse, and passionate engineers who go above and beyond in assisting not just the customer but also their teammates and peers. "Work hard, play harder" is the motto of the team. The team is a good mix of engineers with varying years of experience in Cisco technologies and solutions, and each and every one of them bring great value to the table. Our team has global presence located in 2 US centers, 3 centers in EMEA and 2 India centers.

Who You Are

You will act as a focal point for high impact, large account problem resolution.

Work on complex problems where analysis of situations requires in-depth evaluation of factors.

Participate in daytime and night/weekend on-call rotation.

Solve sophisticated enterprise networks to quickly resolve downtime and outages.

Build Methods Of Procedure (MOP) and action plans for post-sales projects Develop expertise in specific areas (i.e. technology, product). Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...).

Handle issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction.

Effectively communicate issues to engineers within the support team, and resolutions/work-around to the customer.

Receive minimal direction, no instruction on routine work, and general instruction on new assignments.

Perform ad hoc analyses and tasks as assigned.

Provide mentorship and leadership to less experienced engineers.

May require some travel to customer locations in this role.

Qualifications

Minimum of 3-4+ years' experience in network support

Strong practical knowledge of troubleshooting Routing and Switching protocols BGP, ISIS, and STP

Strong practical knowledge of protocols including Multicast, HSRP, TCP/IP, IPSEC, and WLAN

Strong practical knowledge of Cisco platforms including Nexus, Catalyst, ASR and ISR series routers

Validated crisis management skills

Strong analytical, problem solving, verbal communication skills and interpersonal skills

Prior experience in support of remote customer networks required

Exposure to Engineering/Computer Science/IT educational degree courses is a plus

Python programming skills and ITIL certifications is a plus

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

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!