DirecciónWhy you'll love Cisco
We change the World, we are passionate about our employer and the brand we represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real world impact. You'll be part a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired.
What You'll Do
o You will be part of Cisco's Technical Services team of technical authorities whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through excellent financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores.
o You will be part of Cisco's Enterprise Routing & Switching technology team consists of the industry's brightest minds, developing and deploying today's most advanced Internet technologies. You'll gain insight on the detailed functionality of Cisco products and partners with all distributed elements of the service chain.
Who You'll Work With
The Global Technical Center, Americas provides both premium and highly technical support to customers in the Americas Region. Through collaborative tools, Intellectual Capital and world-class technical expertise, we deliver hardware and software solutions to our most critical customers. As hybrid cloud enables more choice in consumption models and addresses real business outcomes on top of infrastructure availability needs, the technical experts in GTC Americas are also evolving - to customer-centric, software-knowledgeable innovators, leveraging scripting, software and traditional network engineering troubleshooting methodologies.
Who You Are
o You will provide 2nd/3rd level technical support for Enterprise Routing & Switching technologies to Cisco customers, partners, account teams, and other Technical Assistance Center engineers
o You can apply your analytical skills and technical knowledge to take on product and network problems of moderate to high complexity.
o You will also provide technology/product training and intellectual property material as required
o You'll act as focal point for large account network problem resolution.
o You can effectively utilize moderate to complex lab setups to recreate and solve problems.
Cisco Services strives to create value for Cisco customers by providing outcomes that solve key business problems. We do this through a focus on driving growth in our current portfolio while investing in new business models that create lasting differentiation for Customers, Partners, Employees and Shareholders.
Roles and Responsibilities:
o Provide technical support for Cisco Enterprise Routing & Switching products to Cisco customers, partners, account teams, and other internal technical support teams.
o Handle a wide variety of technical support problems—from simple application or network configuration fixes to extremely complex troubleshooting and problem resolution.
o Utilize moderate to complex lab setups to recreate and solve problems.
o Submit complete and correct defect reports with collaboration and supervision.
o Work with minimal supervision and exercise judgment within defined procedures to determine appropriate action.
o Collaborate with other TAC engineers across technology boundaries to help drive quicker resolution where multiple technologies may be involved.
Technical Qualifications:
You have fundamental working knowledge of the networking industry, products and protocols. Some level of experience is preferred in at least two of the following network security products, protocols, and solutions:
o Bachelor’s degree and/or 3-6 years equivalent experience in related fields.
o Excellent written & verbal communication skills and can present/communicate ideas effectively across different audiences, such as Sales, Customers, or Engineering.
o Excellent time management
o Leverages software skills and tools to configure, deploy and/or troubleshoot Cisco products and solution
o Ability to drive customer satisfaction and take ownership for customer success.
o Produces and shares intellectual capital (including documentation and training) within technology and adjacent areas for internal audiences, Global Delivery Partners, and customers.
o Contributes in the development of digital intellectual capital (e.g. scripts, digital signatures).
o Has advanced knowledge of global customer issues and can think about and recognize impacts at a large scale
o Can Design, Build and utilize complex lab setups across multiple technologies to duplicate and resolve problems, including use of traffic generators.
o Recognizes and submits bugs with all required related information. Mentors others to file bugs.
o Understands all fields within a defect and actively works to improve readability for others.
o Work with engineering to improve product quality by filing software defects or enhancements and testing fixes
o Submits effective escalations with Engineering teams.
o Frequently assists other TCEs and Global Delivery Partners with problem resolution.
o Mentors and develops more junior TCEs and Global Delivery Partners.
o Active CCNP (or higher) Enterprise Certification desired
o Expert in at least one of the following Layer 2 Protocols with a broad knowledge of those remaining - STP, VTP, LACP, PAGP, IGMP, ARP, VSS, and QoS
o Expert in at least one of the following Layer 3 Protocols with a broad knowledge of those remaining - OSPF, EIGRP, BGP, PBR, VRF, PIM, MPLS, IWAN and VXLAN
o Advanced Knowledge of WireShark and is able to analyze traffic flows to properly root cause network and/or application issue
o Competent user of Windows/MacOS and Microsoft Office Suite and the most commonly used Cisco tools and procedures.
o Is an expert in at least one platform architecture, with broad knowledge of other platforms and software architectures they support.
o Has site level impacts potentially spanning multiple teams. Thinks beyond just problem resolution and leverages automation or other methods to advance outcomes.
o Effectively collaborates across technology silos to drive customer success and builds cross-technology knowledge.
Desired Skills:
o None indicated
Why Cisco
At Cisco, each person brings their unique talents to work as a team and make a difference.
Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
o We connect everything – people, process, data and things – and we use those connections to change our world for the better.
o We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
o We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.
Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. 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. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
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 community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
