Customer Support Engineer - VISE
Cisco Systems - North Carolina

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This position is for a Virtual Internetworking Support Engineer (VISE) to provide broad based technical support to field engineers at large enterprise and service provider customers.

The duties and responsibilities of the role are:
  • Delivers action plans to field engineers on part replacement activities
  • Carries out action plans to remotely restore network services at customer location
  • Applies analytical skills and technical knowledge to solve product and network problems of moderate complexity
  • Provides technology/product training and intellectual property material as required
  • Able to work on all Cisco product families
  • Receives minimal supervision, no instruction on routine work, and general instruction on new assignments
  • Typically reports to Mgr, Technical Services
  • Interfaces with all levels of CSE's, end-users & internal engineering departments
  • Provides guidance & leadership to less experienced engineers
  • Provides support on a world-wide basis
Required skills
  • Routing/Switching - General knowledge of troubleshooting Routing/Switching across Cisco platforms
  • Minimum 2 years of Networking experience
  • Minimum 2 years working knowledge of Networking industry, products and protocols
Desired skills
  • Proven crisis management skills, and the ability to excel under pressure
  • Strong knowledge of Wan technologies such as frame-relay and isdn
  • Knowledge of router, switches, appliance hardware product configurations
  • Strong documentation skills--to be utilized for case management, knowledge capture, defect management and Trainings
  • Excellent verbal communication skills--these skills are essential for this engineering role as most of the work being done is through the phone
  • Strong Problem Solving skills--will be utilized often as this position covers all Cisco technologies
  • CCNP desired but not required
Typically requires BS in CS or EE or equivalent plus 2-4 years related experience. CCNA required

This position must reside in RTP, NC.

Cisco Systems - 2 years ago - save job
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