Meet the Team The Cisco CX Centers team is a dynamic group of consulting engineers dedicated to supporting Cisco customers. Collaborate with technical leaders, business units, and managers to help customers effectively deploy and operate their networks while ensuring an exceptional experience. Our success is reflected in strong financials, customer satisfaction, industry recognition, and employee contentment. Join us to continuously learn about groundbreaking products from Cisco and its Data Center partners. Your Impact * Drive problem resolution for complex issues experienced in customer environments. * Diagnose, solve problems, and resolve incidents related to Cisco products, services, or solutions. * Provide answers for product, service, or solution questions. * Build, update, and deliver problem resolution, project collateral, and/or knowledge transfer. * Assist in documenting and resolving technical problems found in products and solutions. * Engage and drive appropriate resources for critical issues, effectively handling customer concerns and guiding team members on successful critical issues with Engineering teams. * Maintain accurate documentation in incident and knowledge management systems. * Ensure case management guidelines are followed. * Effectively communicate (verbally and in writing) with customers and Cisco partners regarding the status and progress of service requests. Minimum Qualifications * 5+ years of experience in the Customer Support IT industry (NOC, SOC or alike). * Experience analyzing and understanding traffic and packet flows using packet analyzers such as Wireshark, TCP Dump or SPAN Sessions in Cisco. * Networking knowledge such as Layer 2 (ARP, STP, Port-Channel, LACP, VLAN) and Layer 3 Protocols (IPv4/IPv6, Subnetting, Static Routing) * Experience in Linux/Unix systems, understanding their constraints and functionalities. Must be able to navigate through the Shell using diverse commands. * Knowledge of server virtualization using VMware, MS Hyper-V, or Nutanix or any other virtualization related Technologies. Preferred Qualifications * Experience in Cisco Data Center or Enterprise Technologies (ACI, Nexus, DNA, UCS, Routing & Switching). * Preferred to have advanced knowledge of networking Layer 3 protocols such as EIGRP, OSPF, BGP, Multicast protocols (e.g., PIM, IGMP) and overlays (e.g., VXLAN, EVPN). * Knowledge of APIs, system design, web technologies including HTTP and authentication. * Desired skills with programming/scripting languages like python. * Certifications: Preferred to hold any of the following certifications: CCNA, CCNP (Enterprise or Data Center), Cisco DevNet Associate, CCIE Data Center, VMware Certified Advanced Professional (VCAP-DVC), or Red Hat Certified Engineer (RHCE). 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 traveling 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 sizes 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 recognize 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.