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APJC(India) - Customer Support Engineer (Full Time) - Services
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Job Category:
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Full Time - Cisco Services
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Job Description:
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External Job Description (r) :
Customer Support Engineer, TAC (Technical Assistance Centre)
Overall:
The
person will be responsible for providing technical support for Cisco
products and networking technologies to Cisco's customers and partners
world-wide. The breadth and diversity of technology exposure is second
to none. The TAC is probably the best "networking school" in the world.
The TAC is the first to be confronted by challenges and issues with new
equipment and tools in the field. As such all roles have a technology
learning curve that never ends.
All TAC members have strong
fundamental "core" networking skills with specialist technology skills
in areas like core networking (routing – switching) or advanced
technologies like Voice – Security
There are opportunities to
make lateral moves across the various teams over time. Likewise, after
time many TAC members have followed career paths into a variety of Cisco
disciplines.
Relationships:
Reports to a TAC team manager.
Builds
strong team relationships with other Customer Support Engineers. Enjoys
sharing knowledge. Effectively troubleshoots problems both alone and as
part of a team, depending on the nature of the incident.
Connects
directly with Cisco customers and builds effective working
relationships while solving their issues. Manages customer expectations
and always aims to leave the customers feeling valued and overall
positive about Cisco.
Deliverables:
The engineer will provide technical support to partners and/or customers for Cisco technologies, products, and/or solutions.
The
engineer will typically be responsible for resolving moderately to
highly complex technical problems, depending on the customers' need.
The engineer will simulate technical problems in lab environment.
The engineer will share his/her knowledge with other people in writing technical documents and enlarge the knowledge database.
The engineer will provide internal and/or external technical presentations (cross-training).
The engineer will escalate some specific problems to the responsible Business Units for product enhancement.
The engineer will work closely with his colleagues to achieve common goals.
The engineer will strive to technical excellence and expertise.
PERSONAL PROFILE
Technical Skills:
Strong fundamental "core" networking skills, including routing, switching, and/or network security (essential)
Profound
knowledge in one or more of the following areas: Voice Networking Call
Manager, VOIP, Call Center, Application Networking, Security, Content
and Data Networking Routing, Switching, Access (essential)
Strong knowledge of IT Architecture (advantageous)
Fluent English speaker (essential)
Soft Skills:
Autonomous worker with team spirit (essential)
Eager to learn. Technical aptitude to assimilate new learning quickly (essential)
Excellent written and verbal communication skills (essential)
Flexible: very able to adapt to a changing environment (essential)
Out-of-the-box thinker (essential)
Able to take initiative and drive change (essential)
Performs
well under pressure and in disruptive environments where priorities can
change in response to customer demand(essential)
Capacity and passion to the customers. Good customer engagement (essential)
Team player (essential)
Industry or Sector Experience:
Prior experience in a technical support capacity (advantageous).
Prior experience of high-level technical problem solving (essential)
Education:
BE in Computer Science or equivalent recommended
Cisco and other relevant technical certification (advantageous)
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Posts
2 comments :
Nice blog post...................!!
IT Support India
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