High Touch Engineer
3 days ago
**What You'll Do**
The High Touch Engineer role is an optional part of the Expert Care service. The role enhances our break & fix TAC/HTTS capabilities by engaging on high severity cases and escalations. The role is customer facing and is collaboration directly with a named customer/partner on various topics related to incidents, problems and technical knowledge gaps. The HTE has the following duties & responsibilities:
- Provide Network Problem Resolution, Root-Cause Analysis, Software Referral assistance as per contracted agreement with named customer
- Performs analysis and diagnosis of complex network which involved routing (OSPF, ISIS, BGP), IPv6, Inter-AS routing, IX, QoS, VPN, Layer 2 switching, VLAN, Segment Routing etc.
- Shorten the time to resolution during sophisticated situations by using knowledge of the customer network and their operations
- Monitor service requests follow up & closure - Ensure timely resolution
- Assist the TAC, HTTS and HTOM, on any specific matters which may arise in the delivery of the High Touch Support Services on their customer accounts.
- Collaborates with all levels of CSEs, NCEs, SEs, Cisco Business Unit
- Provides systems/product training to internal partners and customers
- Builds strong team relationships with other Customer Support Engineers. Enjoys sharing knowledge
- Interacts with Cisco customers and builds effective working relationships while solving their issues
- Handles customer expectations and always aims to leave the customers feeling valued and overall positive about Cisco
- Review and analyze trends and work with High Touch Operations Manager (HTOM) in providing quarterly reports detailing corrective action plans, and other actions planned for the next quarter
Who You Are
- A technical guide in a broad area covering multiple technologies. Applies encouraged product behavior across industry practices. Knows how technology is encouraged to work in the industry
- Collaborates with Engineering on product and software issues, driving resolution of software defects
- Excellent written and verbal communication, interpersonal and presentation skills. Ability to function efficiently in ambiguous circumstances. Key involvement in multi-functional teams to resolve vital customer issues. Leads teamwork extending beyond work group
- From 3 to 5 years of proven experience fixing Datacenter, Routing/Switching and Collaboration issues across Cisco platforms running IOS, IO-XR and NX
- Minimum 8 years of overall networking experience, including configuring, analyzing & solving complex networks
**Desired Skills**
- Solid grasp in TCP/IP internetworking, Routing, Switching, networking protocols and Routing protocols
- Expertise on Data Center networking technologies
- Expertise on the latest Cisco hardware and operating systems (Catalyst, Nexus, IOS/IOS-XE/IOS-XR, NX-OS and ACI)
- Expertise in network security including Security Risk Management, Security (Encryption), Identity and Access Management
- High Availability protocols and Load Balancing technologies SLB/GSLB, firewalls, SSL
- Virtualization technologies, both networking (VRF, VDC, N1kv) and understanding of compute (Linux, VMware, Openstack)
- Expert level internetworking solving problems in a large-scale network environment.
- Large-scale network infrastructure support skills. In-depth knowledge of network management, network availability and capacity planning.
- Anyone or more of the following scripting skills Python, Perl, XML, JSON
- Basic level knowledge of Linux
- Must have exceptional verbal, written and interpersonal skills
- Must be creative and take initiative
- Good command of English language is a must. Additional Languages like Arabic, French, would be an asset.
Why Cisco
WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re "old" (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can’t put us in a box
But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.
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
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