**Application window is expected to close on 15/April/2025. However, the job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

***The successful applicant will be performing work in Canadian Critical National Infrastructure and / or Canadian government classified environments, and therefore, must be a Canadian Citizen or Permanent Resident. This position may also perform work that the Canadian government has specified can only be performed in country by a Canadian citizen. Government of Canada SECRET Level clearance is desired or the successful applicant must be able to obtain a Canadian Government Security Clearance ***

The work location for this role is Kanata, Ontario, Canada.

Meet the Team

As part of the Cisco Canada Customer Experience organization (CX), you will work with the Canadian Secure Technical Services (CSTS) team, providing personalized technical support to government and public sector customers. This role involves engaging closely with customers' engineering and operations teams, along with various Cisco partners such as Cisco TAC, service delivery, service sales, customer account teams, and product engineering teams. By building strong relationships, you will become a trusted technical resource for customers. The Cisco High Touch Technical Support (HTTS) team tackles complex and exciting issues for some of Cisco Canada's top clients, offering a unique opportunity to master the newest technologies and products. You'll grow your skills in a dynamic, team-oriented environment, collaborating with some of the industry's brightest minds to deploy and support cutting-edge Internet technologies.

Your Impact

As part of Cisco Canada’s Public Sector Canadian Secure Technical Services (CSTS) team you will:

• Provide expert level consultation and troubleshooting for network topologies involving Cisco switching/routing products, SD-Access, Catalyst Center, and SD-WAN.
• Work with a multi-functional team to support customers during critical network issues and handle a caseload of customer issues. Aim for total customer satisfaction by identifying, documenting, and resolving issues in a timely and efficient manner.
• Address problems of diverse scope and complexity, requiring detailed analysis and data correlation.
• Lead problem resolution efforts with internal partners.
• Provide systems and product training to customers and contribute to building a technical support knowledge base.

Minimum Qualifications

• Security Clearance: Canadian Citizenship with ability to obtain a Canadian Government Security Clearance.
  
• Cisco Networking Solutions: Expertise in Cisco SD-Access and hands-on experience with Cisco Catalyst Center for campus network management. Proficient with Cisco Catalyst 9k platform.
• Routing and Switching: Skilled in configuring and supporting IP routing protocols, including OSPF, ISIS, BGP, PBR, BFD, PIM, IGMP, and VPN protocols like DMVPN and GRE. Proficient in layer 2 switching protocols such as VTP, STP, MST, RSTP+, VLAN Trunking, EtherChannel, and 802.1X VLANs.
• Communication skills: Strong communication skills with experience in problem-solving & troubleshooting in a highly collaborative working environment, including remote colleagues.
• Education: BS in a technical field (CS/EE preferred) or equivalent with 8+ years of relevant experience.

Preferred Qualifications

• Language Proficiency: Proficiency in both English and French is highly desired.
• Technical Support: Experience with incident management, reactive support operations, or solving sophisticated technical problems.
• Cisco Routing and Switching: Experienced with Cisco routing platforms such as ISR, ASR, 7600, and switching platforms including 2900, 3600, 3750, 3650, 3850, 4500, and 6500 series.
• Cisco Security: Knowledge of Cisco Identity Services Engine (ISE) and Trustsec.
• SD-WAN Technologies: Knowledgeable in Cisco’s SD-WAN technologies and experience in configuring devices for controller and edge router deployments.
• Leadership: Assertive communication and technical leadership skills, especially in fixing scenarios over WebEx or telephone conversations.
• Certifications: Professional or expert-level Cisco network certification (CCNP, CCIE) or equivalent technical/networking knowledge is preferred.

#WeAreCisco

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!

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 (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

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.