The Business Entity

Cisco Managed Services (CMS) organization seeks a customer support engineer to join a team of extremely talented engineers supporting strategic accounts. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in technology. The successful candidate will have a track record and desire to excel at both technical issue resolution and customer management.

Meet the Team

As part of the Cisco CMS organization, you will be part of a dynamic, fast paced and supportive team that will build you up as you manage 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 unique insight into the IT services industry all the way from pre-sales to day 2 support as an engineer focused on some of Cisco’s key customers.

Roles & Responsibilities:

• Ensure 24/7 availability of the production environment and supporting critical customer operations

• Participate in Change Advisory Board Review Meetings internal and with customer

• Supporting the root cause analysis process, and ensure remediation of major issues

• Ability to provide assistance in a support capacity with problem and incident resolution and assume major incident and problem ownership and accountability

• A strong understanding of the ITIL framework and its application in a production environment.

• Troubleshoot & resolve the incidents and problem tickets within SLA/SLO

• Develop and maintain a working knowledge of existing and new technologies and be able to tie the design and implementation of infrastructure to the managed components

• Performs Troubleshooting and Diagnosis of Complex Issues

• Provide input to continuous improvement and process change suggestions

• Provide phone/email consultation to independently debug complex network problems

• Provide systems/product training to peers within the team

• Take ownership and accountability expectations in managing cases and customer situations

Attributes of a Successful Candidate

We are looking for new talent with the following qualities and skills:

• Ability to work in a fast-paced, high-pressured, cross functional, cross country, territory and theatre environment

• Demonstrate high-level of maturity and confidentiality

• Attention to detail and stellar interpersonal skills

• Possess strong presentation and communications skills

• Have strong time management skills

Required Skills

• In-depth knowledge of the following areas: Data Centre Networking and Data Centre Products.
• You should have good experience in Networking industry experience and knowledge of products and protocols.
• Proficiency in the following technologies: TCP/IP, Routing Protocols (OSPF, RIP, EIGRP, BGP), QoS, Multicast, MPLS.
• Data Centre – Nexus Routing & Switching, SDN, ACI,
• Troubleshooting experience using Wireshark, or other Protocol Analyzer.
• CCNP/CCIE Certification (R&S or DC
• Experience in the following products / solutions: Cisco Nexus 2000, 3000, 5000, 7000, 9000, ACI, APIC, VXLAN
• Should have good exposure in troubleshooting ACI devices.
• Working knowledge of L4-L7 Load Balancing NetScaler, Firewall/Security Products desirable.
• Knowledge of Python, API’s and/or other programming languages is beneficial.
• Knowledge of virtualization products like VMware, OpenStack etc.
• Good to have knowledge of security firewall products.
• Should be a very good team player.
• Ability to Assertively communicate and demonstrate Technical Leadership on Troubleshooting scenarios, especially over WebEx / telephonic customer conversations.

Education & Experience:

• Typically requires Bachelor's degree in a technical field or equivalent 3-6 years related Data Centre and Network related experience

Preferred CCNA/CCNP/CCIE Certification (R&S or DC)

· 8-12 years of experience in Data Centre technology at a Network Operations Center or Technical Assistance Center

· Strong technical experience to include ACI, Data Center, Cloud & Virtualization technologies

· Ability to work with internal and external executive level customers with confidence while providing an exceptional experience

· ITIL

#WeAreCisco (This is the Standard and cannot be changed)

#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!

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 (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.