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Customer Support Engineer
Ref No.: 18-05052
Location: Richardson, Texas
Role & Responsibilities
> This Service Provider Customer Support Engineer position has the following role / responsibilities:
> Provide second line phone/email/fax consultation to independently debug complex product problems.
> Perform break-fix Service Request case handling for Cisco's largest SP
> customers involving Routing, IOS-XR and Switching technologies. Products this position will support include: ASR9k, CRS-1, CRS-3, 7600, Catalyst 6500, GSR/C12k, UBR10k ASR9k experience required.
> Acts as a technical expert in Routing / Switching.
> Works independently, receiving minimal supervision, with no
> instruction on routine work and general instruction on new assignments Provide systems/product training.
> Acts as a focal point for large account network problem resolution.
> Acts as a technical expert in Routing / Switching.
> Provides support on a worldwide basis.
> Typically interfaces with lower level CSEs, VARs, OEMs end-users internal engineering departments.
> Works on problems of diverse scope where analysis requires evaluation of identifiable factors.
> Applies known solutions to solve problems.
> Minimum Qualifications
> Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 6-8 years related experience.
> Deep knowledge of telecommunication systems and network environments.
> Ability to analyze, use and configure medium and large SP networks
> In-depth Knowledge of Routing Protocols BGP, MPLS, L2VPN, L3VPN, MVPN and OSPF.
> IOS-XR technologies and experience in a support structure needed
> Proven crisis management skills; Consultative communication skills.
> Strong working knowledge and experience supporting CRS, ASR9k, 7600, and 6500.
> Service Provider Experience required.
> Ability to work independently, as this position only receives minimal supervision with no instruction on routine work and general instruction on new assignments.
> Good organizational and multitasking skills. The position requires the ability to prioritize workload and manage customer commitments.
> Proven crisis management skills.
> Strong teamwork and collaboration skills. The HTTS Service Provider team relies on each Engineer to communicate and collaborate often. This results in very strong teamwork which has proven to be successful in driving issues to resolution quickly.
> Minimum CCIE written
> 2+ Years of support related experience
> 4+ years of IP/Networking, routing protocols or relevant experience
> 4+ years experience working in at least TWO of the following
> 4+ SP-focused technologies: Routing Protocols, IPv4 and IPv6, MPLS,
> 4+ Quality of Service, L2VPN
> Strong communication skills, both oral and written
> Desired Skills
> Must be highly motivated and self-driven. Must require minimal supervision.
> Support experience for UBR10k
> Full CCIE preferred
> - BS in a technical field (CS/EE preferred) or equivalent; 4 years of
> relevant experience