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What You'll Do
Customer Experience (CX) at Cisco is a team of world-class experts 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. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Your career growth options will be BOLD, as we realize our vision to become the #1 IT Company in the world. Make an impact with us!

The Cisco Managed Services (CMS) group within CX seeks a Technical Consulting Engineer with expertise in Cisco Routing and Switching Technologies. 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 and incident managers 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 (from 3 years all the way to 20 years) 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 1 US centers, 2 centers in EMEA and 2 India centers.

Responsibilities:

• Troubleshoot complex enterprise networks to quickly resolve downtime and outages
• Respond to network management system alarms according to established processes
• Works on complex problems where analysis of situations requires in-depth evaluation of factors
• 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 supervision on routine work, and general instruction on new assignments
• Provide mentorship and leadership to less experienced engineers

Qualifications:

• Minimum of 3-5+ years experience in network support
• Strong practical knowledge of troubleshooting Routing and Switching protocols, such as BGP, EIGRP, OSPF, BFD, MACSec, STP, HSRP, TCP/IP, IPSec, and Multicast
• Strong practical knowledge of Cisco platforms including Catalyst, Nexus, ASR, and ISR series routers
• Proven crisis management skills
• Strong analytical, problem solving and organizational skills
• Strong written and verbal communication skills
• BS in Engineering/Computer Science/IT and/or equivalent experience
• Prior experience in support of remote customer networks required
• ITIL certifications a plus
• CCNP highly desired

Why Cisco

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

#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!