High Touch Engineer

5 months ago

مصر, Egypt Cisco Systems Full time

High Touch Engineering Services is design to help customers improve network availability and functionality to achieve their business goals. In this role, you will be "Cisco's face to the customer," working in a fast-paced, high-impact environment as a visible technical contributor delivering on our commitments. You need to be a creative problem solver, comfortable with challenging the status quo and rapidly responding to intensified issues. With a seasoned mix of broad networking knowledge and specific area expertise, as well as excellent Customer Relationship Management (CRM) skills, you're well positioned to become a trusted advisor capable of building solid, long-term relationships with customers.

Focus Areas/Initiatives/Deliverables:

- Possess detailed knowledge of customer network, critical sites, operating procedures as agreed upon with customer.
- Lead the troubleshooting effort on problem reported by customer on issues to restore services in timely manner
- Customer-specific designated support at network level
- Issue support for critical network outages and complex network issues
- Established Technical Relationship to support customer network operations
- On-site visits
- Able to assist in maintenance window coverage
- Regular scheduled review of open Service Requests working with Cisco TAC engineer to achieve a faster resolution.
- Holistic technical management of recurring network problems.
- Enhanced service delivery capability through broad understanding of customer's operational needs and integration with assigned Cisco Services team.
- Improve communication with other functional groups within Technical Services and Sales team to focus on customer success.

Who You'll Work With

Who You Are
- Arabic language required
- Good customer communication & facilitation skills.
- More than proven ability of customer facing presentations, discussions and collaboration. Experience of playing a role of trusted advisor for customers
- Deep experience of running the face to face issue & post issue discussion with customer tech management.
- Deep knowledge of technical support service work
- Experience in analysis of effect of reactive support to customer business. Experience in preparation of outcome-based reports & QBRs.
- Knowledge of implementation and proactive support tasks. Experience in collaboration with proactive support teams.
- English
- Deep knowledge of Cisco R&S, SP R&S, Security, DCN technologies and solutions.
- CCIE R&S or CCIE SP or CCIE DC
- Deep knowledge of country-wide SP and Network Architecture & Services
- Be able to articulate expertise to TAC/BU and customers. Operations experience, fix and analytical thinking, RCA skills are highly desired
- MPLS Technologies (ISIS, LDP, BGP, MPLS TE, QoS, etc..)
- SP high end platforms knowledge (ASR9K, NCS6K, NCS5K, ASR1K, etc)
- Routing & switching
- Telco Cloud exposure (CVIM, Openstack, OVF onboarding)
- Legacy DC technologies (Nexus platforms based technologies like VPC, OTV, QoS, STP)
- ACI
- good hands on experience with of Cisco security solutions like Cisco ASA, Cisco FirePower and ISE.
- Good understanding of DNS/AAA/DHCP ,Cisco PAR/PNR.
- Good knowledge of Linux.

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

U.S. employees have **access** to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the c

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