1+ months

High Touch Engineer

Cisco Systems Inc.
Brazil, IN 47834
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Why You'll Love Cisco

We change the World, you will become passionate about your employer and the brand you 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 collaborate with Cisco leaders, partner with mentors, and develop incredible relationships with colleagues who share your interest in connecting the unconnected. You'll be part of 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

CX HTE is a critical customer-facing role and leading customers business outcomes across and maximizing customer loyalty, satisfaction through Cisco services technical deliverys value proposition. The HTE will work with designated high-demand customers, such as Service Provider Networks, ensuring they receive premium-level technical support services. As the liaison between the customer and Cisco support organization, you will supervise everyone and everything that touches the Cisco technical services, driving improvements, and ensuring perfection at every phase of assigned technology lifecycle management. With significant exposure both internally and externally, you will have the opportunity to make a difference in customer experience. As technical representation for Cisco Customer Experience (CX) Services in front of our clients, the candidate will be expected to have solid technical acuity in Service Providers network functions virtualization technology.

Roles and Responsibilities

  • 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 customers 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.
  • Focal point for Unilever Service Managers and their teams in region
  • Focal Point in-region for Cisco CMS and other CX Workstreams, responsible for handling/owning queries for Unilever
  • Work across Cisco team to drive issue resolution Initiate escalation processes where required e.g. Overlay to CMS for SmartNet and TAC (entitlement issues, service uplifts, engage Duty Manager, CEEM requests etc.)
  • Monitor service requests follow up & closure Ensure timely resolution
  • Trend analyses Identifies measures to prevent future issues and continually improve operational efficiency
  • Network specialist familiar with the Unilever network environment
  • Carrier relationship based within Region Oversee Carrier escalation process within Region
  • Host the Weekly Regional Operations Forum (acting Regional Service Manager):
  • Present the weekly regional Incident Report

Who You'll Work With

Global CX Centers is a team of elite technical specialists whose #1 focus is to help customers plan, design, deploy, and operate their networks effectively while delivering the best possible customer experience. Our success is validated through exceptional financial results, growing customer happiness metrics, industry recognition, and employee happiness scores.

The team is a group of highly-skilled, dynamic, diverse, and hardworking engineers who go above and beyond in assisting not just the customer but also their teammates and peers. Work hard, play harder is the motto of the team. There is a good mix of engineers with varying years of experience (from 3 years all the way to 18 years) in Cisco technologies and solutions, and each-and-every-one of them bring great value to the table.

Who You Are

You need to be a creative problem solver, comfortable with challenging the status quo, and rapidly responding to escalated issues. With a seasoned mix of broad networking knowledge and specific area expertise, as well as excellent Customer Relationship Management (CRM) skills, youre well-positioned to become a trusted advisor capable of building solid, long-term relationships with customers. Expert level knowledge in TWO of the following and strong knowledge in all other areas of IP internetworking, LAN Switching, ATM, Voice technologies, IP Telephony, SAN, CDN, Optical, Wireless, IPCC. WAN protocols (Frame Relay, ISDN). IP Routing protocols (IGRP, OSPF, EIGRP, BGP). Experienced level internetworking solving problems in a large-scale network environment. Undertake support as a designated engineer for large-scale networks. The ideal candidate possesses good technical account management skills. An active participant in virtual technology teams within Cisco Services. In-depth knowledge of network management, network availability.

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (36 years strong) and only about hardware, but were also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box!

But Digital Transformation 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, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!

 
Posted: 2021-01-27 Expires: 2021-03-29
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High Touch Engineer

Cisco Systems Inc.
Brazil, IN 47834
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