What You'll Do
Supporting IOS-XR, a growing technology encompassing products widely deployed by Service Providers. (ASR9000, NCS6000, NCS5500, CRS)
Provide phone / email / fax debug for complex product problems to Cisco customers, partners, account teams
Independently solve problems & debug product problems
Provide systems / product training
Provide technical support to partners and / or customers for Cisco technologies, products, and / or solutions
Typically be responsible for resolving moderately to highly complex technical problems, depending on the customers' need
You will simulate technical problems in lab environment
You will share his / her knowledge with other people in writing technical documents and enlarge the knowledge database
You will provide internal and / or external technical presentations (cross-training)
You will raise some specific problems to the responsible Business Units for product improvement
You will work closely with colleagues to achieve common goals
The engineer will strive to technical excellence and expertise
Who You'll Work With
CX is a team of extraordinary guides who focus to deliver exclusive customer experience. We help tackle the toughest business challenges with network-
centric solutions that accelerate customer and partner success and dedication. Our success is measured through exceptional financial results, growing customer happiness metrics, industry recognition, and employee happiness scores.
High Touch Technical Services (HTTS) is a team of extraordinary technical guides 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 extraordinary financial results, growing customer happiness metrics, industry recognition, and employee happiness scores.
Who You Are
Good understanding of TCP / IP, Routing, and Switching fundamentals will be preferred
Have 2+ Years of support related experience
Have 4+ years’ experience working in at least TWO of the following SP-focused technologies : Routing Protocols, IPv4 and IPv6, MPLS, Quality of Service, L2VPN
Your communication skills, both oral and written are top notch
A Carrier Services Technical Support Engineer is part of a highly skilled team in a cutting-edge technology supporting IOS-
XR Operating system and routers (ASR9000, CRS, NCS6000)
Provide second / third level technical support on a worldwide basis via phone, email, web and remote access for XR products such as ASR9000, NCS6000 / NCS5500 & CRS.
Have a working knowledge of Networking industry, products andprotocols.
Have crisis management skills and ability to handle critical customer issues / problems are second to none.
Strive to be an IOS-XR Engineer that would be driving projects within the business unit and to be part of several engineering and Technical Content Delivery activities
Work on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors.
Provides consultation to independently tackle complex problems.
Effectively utilizes complex lab setups to duplicate and tackle problems.
Provides systems / product training and intellectual property material.
Acts as a point of contact for large account network problem resolution.
Submits complete and correct defect reports in area of expertise.
Is a certified technical expert in at least one area (R&S, Service Provider).
Consults with other Teams in Cisco to assist Customers.
Engages as technical representative on escalated customer issues.
BS in a technical field (CS / EE preferred or equivalent)
Experience or Certifications in one or more of the following is preferred : CCNA, CCNP, CCIE
At Cisco, each person brings their different talents to work as a team and make a difference.
Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
We connect everything people, process, data and things and we use those connections to change our world for the better.
We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results.
Our technology powers entertainment, retail, healthcare, education and more from Smart Cities to your everyday devices.
We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.