Engineer-Technical Support III(US)
Richardson, TX

Job Description

Engineer-Technical Support III(US) Req I D

CS-JP00066712

Rate

Primary Skills

Description

What You'll Do

Are you pre-wired to understand what customers want and what they need to deliver business outcomes quickly? Can you do this in an environment that handles 1.4 million calls per year -- in 17 languages -- from customers in 180 countries? Do you love to resolve conflict and find solutions that drive an excellent customer experience? You may be our next Customer Support Engineer… and we have the People Deal for you!

Who You'll Work With

Strategically positioned within the client Services Organization, client's Technical Assistance Center (TAC) is a team of elite technical experts whose primary focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Aligned to three geographic regions, and converging into one global, borderless TAC, we are the first to be confronted by challenges and issues with new equipment and tools in the field. We provide tireless support to our customers, partners, account teams, and other TAC engineers. With a technology runway that never ends, opportunities to develop your depth, breadth and diversity of technology expertise are second to none! Enabling our Customers by enabling client Technology, the TAC further specializes in: Collaboration, Data Center, Security, Voice, Wireless, Routing, Switching… and other emerging technologies.

Who You Are

* You are the connection to client customers and will build effective working relationships while solving their issues, managing expectations, and leaving the customer feeling valued.
* You will continually develop your working knowledge of networking products and protocols to provide technical support on a worldwide basis in designated technology focus area
* You can effectively utilize databases of existing issues, debugging tools and simple or moderate lab simulations to analyze problems and identify solutions with a high level of customer satisfaction
* You love sharing knowledge to build relationships, and effectively troubleshoot problems both alone and as part of a team.

Minimum Qualifications

* Bachelor's with a technical focus or equivalent; 1-3 years of relevant experience
* You are committed to resolving complex technical problems, multitasking, and are dedicated to customer success
* You have experience including TCP/IP and routing protocols, IPv4, IPv6, MPLS, Quality of Service, L2VPN, Switching, XR, IOS-XR. CRS-1, CRS-3, ASR9000
* You have excellent verbal and written communication skills
* You hold a CCNP or equivalent level of demonstrated networking knowledge
* You have experience in a customer support/service role

Desired Skills

* Other Cisco Certifications; HP, IBM, Dell Server Support, MCSE, VCP Certifications; specific knowledge of products within: Collaboration, Data Center, Security, Voice, Wireless, Routing, Switching
* You have experience using Finisar, Wireshark, or other protocol analyzer
* Programming skills (Python, Ruby, C, C++, Linux, Shell Scripting)