Role: CCNP Certification Required Role & Responsibilities The HTE delivers the technologies and services which customers need to expertly manage their networks. In this role, you will be "Ciscos face to the customer," working in a fast-paced, high-impact environment as a visible contributor delivering on our commitments. You need to be a creative problem solver, comfortable with challenging the status quo and rapidly responding to escalated issues. Builds strong team relationships with other Customer Support Engineers. Enjoys sharing knowledge. Connects directly with Cisco customers and builds effective working relationships while solving their issues. Manages customer expectations and always aims to leave the customers feeling valued and overall positive about Cisco. 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. Review and analyze trends and assist in providing quarterly reports detailing corrective action plans planned for the next quarter. Shorten the time to resolution during complex situations by using knowledge of the customer network and their operations. Leverage industry best practices and detailed understanding of the customer’s infrastructure. Setting up weekly cadences to review technical issues. Review historic customer data to identify trends and enable problem management. Handle multiple customers remotely or onsite. You will be part of Cisco's CX (Customer Experience) Organization. You will work very closely with our HTOM, HTTS CSEs, NCEs, SEs, as well as the Service Delivery Manager (SDM) aligned to this engagement. Minimum Qualifications: Requires BS in a technical field (CS/EE preferred) or equivalent plus 6+ years related experience. Preferably a CCIE Security certification. Solid experience in Network domain with troubleshooting experience in Cisco Switches, Routers & DNAC. Solid Understanding of Campus Architectures and Software Defined Networking (SD-Access) Excellent Layer 2 and Layer 3 knowledge and experience. Good understanding of various networking protocols and standards. Strong passion and experience in troubleshooting, debugging complex systems and possess excellent problemsolving techniques. Good troubleshooting experience in network protocols like TCP/IP, FTP, DHCP, HTTP, Routing/Switching protocols (OSPF, BGP, IS-IS, VRF, STP, VLAN, HSRP) and LAN Switching knowledge. Have Route/Switch advanced knowledge and experience with the following areas: Cisco Routing & Switching Platforms and good exposure to Cisco Catalyst platforms (Cat3k, Cat6k and Cat9k) Preferred Qualifications: Self-motivated, strong sense of ownership, standout colleague. Ability to balance multiple tasks at once and work independently with minimal managerial guidance. Have experience in customer deployments Be open to continuous learning and committed to ongoing self-improvement. Initiate and participate in organizational efforts to improve overall group productivity and test effectiveness. Contribute to overall test strategies. Strong Logical Reasoning and Analytical Capabilities • Excellent network troubleshooting skills Interact with various functions and teams of the product, including Development/Marketing/Sales/Accounts teams. Preferred exposure to Cisco Wireless products (WLC & APs) & ISE Experience with open-source test and Network traffic generating tools and good to have experience with typical test tools such as Ixia or similar tools Good programming/scripting skills using one of more of the programming languages like Python, Perl, TCL is a plus
