1+ months

High Touch Engineer - ACI

Cisco Systems Inc.
Mexico City, Mexico
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The Business Entity


Cisco seeks a High Touch Engineer (HTE) whose role is providing in depth DC and ACI expertise to SP customer.

 

The Team


It is a technical expert in a broad area covering multiple technologies. Applies expected product behavior across industry practices and knows how the technology is expected to work.

Fosters strong working partnerships with members of the Cisco Services Delivery team, key customer stakeholders, Cisco Account/Sales team, internal engineering departments and the broader services organization to achieve significant results.

Works on problems of diverse scope where analysis requires evaluation of identifiable factors. Acts as the primary technical support person for large account network problem resolution. Provides support on a world-wide basis.

Role & Responsibilities

         Provide Network Problem Resolution, Root-Cause Analysis, IOS Software Referral assistance as per contracted agreement with named customer.

         Earns the confidence of customers and is able to use the confidence to achieve results. Collaborates with Engineering on complex product and software issues, driving resolution of specific bugs.

         ACI, DC, R&S, SP technologies.

         Provides systems/product training. Provides guidance & leadership to less experienced engineers.

         Solves extremely complex problems where analysis requires in-depth evaluation of factors with imaginative and innovative troubleshooting and experimentation as well as evaluation of intangible variables.

         Lead technical weekly case reviews with your region's client support and engineering teams. Lead case resolution with emphasis on high severity by coordinating right technical resources.

         Provide technical/operational input to regular reviews on activities and deliverables provided, as well as observed technical symptom trends, remediation, and other related topic.

         Periodical customer visits.

Minimum Qualifications

         Bachelors degree in engineering (Telecommunications Engineering, Computer Science, Electrical Engineering)

         10 years' experience in networking/ telecommunications industry.

         CCNP DC, CCIE DC

         At least 5 years' experience troubleshooting DC and Routing/Switching across Cisco platforms.

         Excellent Executive presentation, communication / interpersonal engagement skills.

         Strong analytical and troubleshooting skills

         Proven crisis management skills, and the ability to excel under pressure.

         Fluent English language skills.

        Fluent Spanish language skills

 

Highly Desired Skills


         Excellent written and verbal communication.

         Demonstrated excellence in customer-interaction, assertive leadership.

         Ability to function effectively in ambiguous circumstances. Key involvement in CA and cross-functional teams to resolve major customer issues. Leads team collaboration extending beyond workgroup.

         Strong ACI and and DC solution knowledge, as this position will primarily focus on supporting Cisco's ACI and products.

         Strong documentation skills - to be utilized for case management, knowledge capture, defect management and trainings.

         Very strong problem solving skills.

         Ability to drive recreates remotely-- Many issues result in the engineer needing to perform a recreation of the customer problem in order to isolate the issue and resolve.

 

Why Cisco


The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

Cisco COVID-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.
Posted: 2022-09-09 Expires: 2022-12-19
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High Touch Engineer - ACI

Cisco Systems Inc.
Mexico City, Mexico
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