High Touch Engineer

at Cisco
Published May 8, 2023
Location Durham, NC
Category Default  
Job Type Full-time  


What You'll Do

In this exciting customer facing role, you will foster strong working partnerships with members of the Cisco Services Delivery team, key customer partners, Cisco Account/Sales team and the broader services organization, and 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.

Core Results are:

* Network Problem Resolution

* Blocking issue support and solve for critical network outages (severity 1 & 2 issues) and complex network issues

* Relaying detailed knowledge of customer network, critical sites, and operational procedures to Cisco support team

2) Root Cause Analysis, at the Network Level

A recommendation report that includes root cause, next steps, and recommendations for corrective actions in a response to a network incident

3) Training

Assist with identifying areas where training is needed

4) Quarterly Business Review

* A report on results and activities provided during the immediate past timeframe, corrective action plans, & other actions planned for the next quarter

* Informal knowledge transfer sessions to augment troubleshooting skills by providing Cisco product training & standard methodologies review

Who'll You'll Work With

The Global Enterprise Service Delivery Team is focused on helping to drive new opportunities for Cisco and it's transforming our clients' businesses worldwide. Today, we are building impactful teams that are tightly engaged with our clients, understand their business imperatives and can orchestrate the execution of our services to meet our client's business needs. As a team, we will collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work.

Who You Are

Do you have a Service Excellence Attitude to ensure customer success?

Are you able to collaborate across Cisco and work with our customers to achieve your goals?

Do you have the passion and demonstrated ability to learn and work in a multicultural team environment to be successful in this position?

If so, our minimum requirements for this role are:

* Bachelor's degree in engineering (Telecommunications Engineering, Computer Science, Electrical Engineering)

* Preference for Cisco Certification: CCIE (minimum - CCNP)

* 8+ yrs direct customer support experience in Data Center(ACI), LAN Switching and Routing technologies

* Strong analytical and troubleshooting skills

* Shown crisis management skills

* Strong written and verbal communication skills

Why Cisco?

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters - with people like you!

Nearly every internet connection around the world touches Cisco. We're the Internet's optimists. Our technology makes sure the data travelling at light speed across connections does so securely, yet it's not what we make but what we make happen which marks us out. We're helping those who work in the health service to connect with patients and each other; schools, colleges and universities to teach in even the most challenging of times. We're helping businesses of all shapes and size to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world - whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other's backs, we recognise our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we're committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

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! #WeAreCisco

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

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