Job Description

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

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The Role

We are in need of a Technical Consulting Engineer with strong understanding of datacenter technologies (UCS, Datacenter Switching: NXOS/ACI) to fulfill the role of High Touch Engineer (HTE) and join our team supporting our US Customer base in CX Commercial.

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Meet the Team

You will be part of Cisco's CX (Customer Experience) Organization, working very closely with our HTOMs, TAC/HTTS CSEs, NCEs, SEs while serving as a trusted advisor to designated accounts. You will be providing support and technical expertise for the most commonly used Cisco platforms and technologies, such as ACI, DC, R&S, and Security technologies, being seen as an expert member of the team focusing mainly on datacenter technologies.

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Your Impact

In this exciting customer facing role, you will act as the primary technical support person for incident management of critical issues at the network level. You will be responsible for providing advanced network level services related to reactive issues to Cisco Expert Care accounts. You will also focus on diagnostics, root cause analysis, as well as recommendations for preventative measures with the goal to result in a more efficient, reliable customer network.

Your role will require you to:

• Provide Network Problem Resolution, leads efforts around Root-Cause Analysis, Maintenance Window support and Software Referral assistance as per documented processes.
• Earn the confidence of customers and leverages that same level of confidence to achieve results.
• Collaborates with, and seeks assistance from other Cisco internal teams, such as TAC, HTTS, BUs, PMs, TMEs, on complex product and software issues, driving and speeding up resolution of critical customer related issues.
• Proficient in any of the following technologies: DC, ACI, R&S, Security technologies.
• Provides systems/product training, guidance & leadership to customers and less experienced engineers (HTE/HTTS/TAC) as needs arise.
• Solves extremely complex problems where analysis requires in-depth evaluation of factors with imaginative and innovative troubleshooting and experimentation as well as evaluation of intangible variables.
• Participates and provides technical input in weekly case reviews with your client’s support and engineering teams, leading the technical aspect of the calls and helping speed up case resolution. Emphasis on high severity by coordinating right technical resources.
• Performs closed case analysis, highlighting technical symptoms and trends, remediation, and other related topics.
  

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Minimum Required Qualifications

• 5+ years' experience troubleshooting DC and Routing/Switching across Cisco platforms (Strong internetworking troubleshooting skills).
• 5+ years’ experience in a Technical Assistance Center environment (i.e: Cisco TAC/HTTS background or equivalent outside exposure).
• CCNA certification required.

Preferred Qualifications

• Proven crisis management skills, and the ability to excel under pressure.
• Strong ACI and DC solution knowledge, as this position will be seen as SME in this area within the team.
• Experience troubleshooting critical incidents across multiple cisco architectures (Security, Data Center, Routing/Switching, Collaboration/Voice).
• Desirable: CCNP DC, CCIE DC written. Other datacenter related certifications
• Bachelor’s degree in engineering (Telecommunications Engineering, Computer Science, Electrical Engineering)
  

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