Posted:3 months ago|
Platform:
Remote
Full Time
As part of the Cisco HTEC(High Touch Expert Care) organisation, you will be part of a dynamic, fast paced and supportive team that will build you up as you manage the technical support for some of Ciscos biggest customers. You will be given the opportunity to work alongside many of Ciscos Technical Service organisations and will receive unique insight into the IT services industry all the way from pre-sales to day 2 support as an engineer focused on some of Ciscos key customers.
The function of a High Touch Engineer ( HTE) helps customers maximise network availability and functionality to achieve their business goals. The HTE delivers the services to customers in 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 and be seen as a Technical Leader by both the customer and the team of Cisco High Touch Expert care team.
We are looking to recruit a candidate keen to further develop their career, who are not afraid of change, eager to grasp complex challenges, working side by side with seasoned engineers across multiple disciplines, and provide leadership to a team of High Touch Expert Care resources
Act as a technical focal point for network problem resolution. Troubleshoot and resolve customer network problems across a broad range of technologies. Provide Network-level problem resolution, including troubleshooting on the entire Cisco network for sophisticated and critical issues. Is a dedicated and trusted Technical point of contact for moderate to sophisticated network 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 install base.
Review and analyze 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 sophisticated and critical situations by using knowledge of the customer network and their operations.
Assist the Account Team, Technical Assistance Centre (TAC) and HTOM, on any specific matters which may arise in the delivery of the Support Services on their customer accounts.
Occasional business travels are required
Successfully handle customer relationship. Support service delivery on accounts under their responsibility. Generate reusable Intellectual Capital in the form of standard customer results. Question the way of working and suggest improvements.
Provide remote or onsite deployment support. When appropriate act as Lead Engineer for HTTS and TAC when driving customers enhanced or reoccurring reactive issues to resolution.
Review historic customer data to identify trends and enable problem management
Handle multiple customers for aforementioned needs remotely or onsite.
Cisco
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