Job Description

While reading our job description, please remember - we understand from experience that not ticking every box on the skills sections stops many from applying. You should apply if you feel you are the right person for the job and have the ability to learn and deliver results \xf0\x9f\x99\x82

What You\'ll Do

Provide Network-level problem resolution, including troubleshooting on the entire Cisco network for complex and critical issues.

Provide problem root-cause analysis at the network infrastructure and application level and produce detailed technical reports that include root cause, next steps, and recommendations for corrective and preventive actions.

Provide Software Referrals to address critical problems identified across customer\'s install base.

Review and analyse trends and work with the High Touch Operations Manager (HTOM) in providing quarterly reports detailing corrective action plans, and other actions planned for the next quarter.

Shorten the time to resolution during complex and critical situations by using knowledge of the customer network and their operations.

Assist the UKI Teams, Technical Assistance Centre (TAC) and HTOM, on any specific matters which may arise in the delivery of the High Touch Support Services on their customer accounts.

Who You\'ll Work With

A team who is focused on helping to drive new opportunities for Cisco and it\'s transforming our clients\' businesses worldwide. Today, we are building high performing teams that are tightly engaged with our clients, understand their business imperatives and can orchestrate the execution of our services to meet our client\'s business needs. As a team, we will collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work

Who You Are

Candidate must be a self-motivated individual that is dedicated to exceeding client expectations, be willing to contribute to team efforts and in addition to their technical ability must also possess good communication and social skills:

\xc2\xb7 Proven leadership skills with the ability to engage and coordinate with other technical resources seamlessly during the trouble shooting process.

\xc2\xb7 Focus on network-level or application support versus device-level support.

\xc2\xb7 Resolution ownership, regardless of technology involved.

\xc2\xb7 Strong commercial awareness, fully appreciate the impact that network outages can have on a customers\' core business.

\xc2\xb7 Ability to adjust communication style when working with executives and engineers.

\xc2\xb7 Deep technical presentation skills.

\xc2\xb7 Leverages and contributes to Virtual Teams.

\xc2\xb7 Good understanding of business process and requirements in a support environment.

\xc2\xb7 Excellent written and verbal communication skills.

\xc2\xb7 Ability to work successfully as a team member in a multi-functional matrix environment.

\xc2\xb7 Be comfortable presenting to groups of engineers on training and provide knowledge transfer.

\xc2\xb7 Results driven and focus on the customer.

\xc2\xb7 Cisco Architecture & Technology Knowledge

\xc2\xb7 Experience with the following (or 3rd party equivalents) is desirable:

o Application Centric Infrastructure (ACI)

o Software-Defined WAN fabrics (SD-WAN)

o Cisco Adaptive Security Appliance (ASA)

o Cisco Nexus Products

o Cisco Identity Services Engine (ISE)

o Cisco Unified Computing System (UCS)

\xc2\xb7 Educational Background Recommended

\xc2\xb7 Proven ability in network engineering or a telecommunications support environment.

\xc2\xb7 CCNP, CCIP, CCIE or equivalent networking qualification is highly desirable.

\xc2\xb7 Excellent troubleshooting skills

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here\'s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we\'re \xe2\x80\x9cold\xe2\x80\x9d (30 years strong!) and only about hardware, but we\'re also a software company. And a security company. An AI/Machine Learning 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 \xe2\x80\x9cDigital Transformation\xe2\x80\x9d 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, we give our egos a break, and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colourful hair? Don\'t care. Tattoos? Show us your ink. Like polka dots? That\'s cool

Message to applicants applying to work in the U.S.:
When available, the salary range posted for this position reflects the projected hiring range for new hire salaries in U.S. locations. For non-sales roles, the hiring ranges reflect base salary and do not include bonuses, equity, or benefits. Hiring ranges for sales positions include base and incentive target, and do not include equity or benefits. Individual pay is determined by the candidate\'s hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

Cisco Systems