Customer Support Engineer – R&S MX
Cisco Systems, Inc
Mexico City, Mexico
hace 17 horas

LATAM TS Americas

We are proud to come together as a unified organization to deliver customer intimacy, deliver capability and productivity to the Latam Markets.

Cisco seeks a Customer Support Engineer to join some of the industry’s brightest minds in developing and deploying today’s most advanced Internet technologies.

In this role, you will gain insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain.

The ideal candidate demonstrates an aptitude and appetite for learning core and new technologies, evidenced by the ability to expand upon core knowledge.

This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology.

Come and join the LATAM CORE HTTS Team.

Role & Responsibilities

Latam TS organization seeks a Support Engineer to join some of the industry's brightest minds in developing and deploying today's most advanced Internet technologies.

In this role, you will gain insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain.

  • Provide second line phone / email / fax consultation to independently debug complex product problems.
  • Provide consultation to independently debug complex product problems.
  • Provides systems / product training and intellectual property material.
  • Acts as a focal point for large account network problem resolution.
  • Provides support on a world-wide basis.
  • Typically reports to Mgr, Technical Services.
  • Typically interfaces with lower level CSE's, 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.
  • Business impact of this role is major.
  • Is a technical expert in at least one area.
  • Provides design consultation, escalation support, and lab setup expertise. Builds shared and reusable lab setups.
  • Submits complete and correct DDTS reports in area of expertise
  • Receives limited supervision.
  • Receives little instruction on routine work and general instruction on new assignments.
  • Translates team goals into own work assignment.
  • Is a technical expert in at least one area with excellent broad
  • knowledge of Networking fundamentals

  • Effective planning, prioritization and organizing skills.
  • Drive for continuous learning, results orientation and teamwork.
  • Utilization of an increasing understanding of Cisco business strategies and drivers to guide activities.
  • Proven crisis management skills.
  • Builds productive relationships with customers and takes ownership for customer success. Fully identifies and resolves issues identified within the case, and thinks beyond the fix to prevent future problems.
  • Solves complex and diverse problems where analysis requires in-depth evaluation of factors with imaginative and innovative troubleshooting and experimentation.
  • Problems may be previously unknown.

  • Coaches others and uses advanced knowledge of issues, trends and patterns, and the customer experience to participate in proactive engagements with Engineering.
  • Partners with serviceability teams to author requirements, review PRDs or functional spec.

    Qualifications :

    Typically requires BS in a technical field (CS / EE preferred) or equivalent plus 4-6 years related experience.

    Deep knowledge of telecommunication systems and network environments.

    Ability to analyze, use and configure small, medium and large enterprise / SP networks.

    Ability to work independently, as this position only receives minimal supervision with no instruction on routine work and general instruction on new assignments.

    Proven crisis management skills. Consultative communication skills.

    Idioms (Spanish and English is mandatory. Portuguese is desired)

    Cisco XR Specialist desired

    The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge.

    This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology.

    Works independently, receiving minimal supervision, with no instruction on routine work and general instruction on new assignments

    Good knowledge in IOS and IOS-XE Operating System and Network Core Technologies.

    Desirable knowledge in IOS-XR Operating System

    Desirable knowledge in IOS-XR platforms like ASR9K, CRS, GSR, NCS6K.

    Good written / spoken English and Spanish communication skills. Portuguese (or willing to learn it) is desirable.

    Inscribirse
    Inscribirse
    Mi Correo Electrónico
    Al hacer clic en "Continuar", acepto todos los términos y condiciones de neuvoo y que me envíen ofertas de empleo relevantes a mi perfil. (te puedes dar de baja en cualquier momento) Ver aquí
    Continuar
    Formulario de postulación