Meet the Team 

You will join a team of great people who are experts in what they do while sharing an atmosphere where everyone supports each other and grows 
Opportunity to develop yourself into an industry-leading networking expert with outstanding problem-solving and network troubleshooting skills
Unlimited access to any of Cisco’s hardware and software products from across the entire Cisco portfolio 
Exceptional opportunities to grow - including access to resources, a variety of trainings, certification paths (e.g. CCIE/DevNet), rotations to different technology teams
Real impact on Cisco business by participating in internal projects focusing on automation, product development and adoption, process and tools optimization 

Your Impact 

Drives problem resolution for issues experienced in customer environments.
Diagnoses, troubleshoots and resolves incidents related to Cisco products, services or solutions. 
Provides answers for products, services or solutions questions.
Creates or updates, and delivers problem resolution, project collateral and/or knowledge transfer.
Assists in documenting and resolving technical problems found in products and solutions. 
Engages and drives appropriate resources for escalations
Maintains accurate documentation in incident and knowledge management systems
Ensures case management guidelines are followed
Effectively communicates (verbal and written) with the customer and Cisco stakeholders on status and progress of service requests

Minimum Qualifications:

Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 1-3 years related experience. 
Professional level (e.g. CCNP) or equivalent relevant certification desired.  
Has good knowledge in IP internetworking, IP Routing protocols (OSPF, IS-IS, EIGRP, BGP), WAN protocols and LAN Switching.

 

Preferred Qualifications:

Knowledge of MPLS (L2/L3 VPN / Traffic Engineering) and Multicast routing on variety of Enterprise Cisco routers would be desirable.
Knowledge of Software Defined Networks and latest routing technologies like EVPN/VxLAN, LISP/SDA and mVPN would be a plus
Effective Communication: Ability to convey complex technical information in an understandable manner to diverse audiences, ensuring clarity in both verbal and written interactions.
Problem-Solving Skills: Strong analytical thinking to assess situations accurately and develop effective solutions, often under time constraints.
Customer Service Orientation: Demonstrated commitment to providing exceptional support, with a focus on understanding and addressing customer needs and concerns empathetically.
Team Collaboration: Ability to work well in a team setting, sharing knowledge, and collaborating effectively with colleagues to resolve issues and improve processes.
Adaptability: Flexibility to adjust to changing priorities and environments, maintaining effectiveness in dynamic and sometimes high-pressure situations.

 

#WeAreCisco 

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all. 

 

Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best. 

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do! 

 

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us! 

#LI-SF1