Job Overview
We are seeking a highly skilled and motivated Technical Support Engineers to join our dynamic team.The successful candidate will be responsible for providing Expert Technical Support to our customers,focusing on Cisco's Data Centre Routing and Switching Technology Portfolio. This role encompassesTraditional Networks as well as Cisco ACI-based Fabrics, requiring a deep understanding of Ciscotechnologies spread across Cisco DCN, WAN Routing and Switching portfolio, along with excellenttroubleshooting skills, and exceptional customer service. Desired years of experience 7 to 10 years.
Key Responsibilities
- Customer Support:
- Respond promptly to customer inquiries, troubleshoot, and resolve issues related to
Cisco Data Center Networking and ACI technologies.
- Provide remote support and on-site assistance as required, ensuring timely issue
resolution.
- Working in co-ordination with customer and customer NI team ensuring to get deep
understanding of customer network and traffic flows.
- Technical Expertise:
- Demonstrate a comprehensive understanding of Cisco Data Center Routing and
Switching technologies, including both Traditional Networks and ACI-based Fabrics.
- Stay updated on the latest developments in Cisco technologies and incorporate them
into troubleshooting and support activities.
- Troubleshooting and Problem Resolution:
- Excellent knack to Diagnose and resolve complex network issues involving Cisco
hardware, software, and protocols in the shortest period of time.
- Ability to use advanced Troubleshooting methodologies
- Deep command of software diagnostic capabilities (traces, logs, show commands,
performance measurements, deep knowledge of Switching and Routing protocols).
- Utilize network programming languages like Python and automation tools such as
Ansible for efficient data collection, correlation and issue resolution.
- Provide technical troubleshooting and guidance during maintenance windows.
- Ability to work on interoperability scenarios
- Ability to Setup simulation topologies within the client network or in Cisco labs to
recreate complex or intermittent issues, identifying causes, triggers, and potential
solutions.
- Maintenance Window Support:
- Collaborate with clients and network operators to plan and execute maintenance
windows effectively.
- Creative problem solver, comfortable with challenging the status quo and rapidly
responding to escalated issues.
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- Define Maintenance Window Actions, Objectives, and review or prepare Method of
Procedures (MOP) encompassing Execution Steps, Timing, Plan-B/Recovery Options,
Validation Steps/Methods, and benchmarks.
- Ensure technical governance of the maintenance window to guarantee a successful
outcome.
- Lead or contribute to Systems/Service recovery plans for potential failure scenarios.
- Provide problem root-cause analysis at the network infrastructure and application
level and produce detailed technical reports that include root causes, next steps, and
recommendations for corrective and preventive actions.
- Work with TAC team to recreate the issue and drive towards root-cause analysis
- Shorten the time to resolution during complex situations by using knowledge of the
customer network and their operations.
- Provide technical oversight during maintenance window execution, ensuring
adherence to established procedures and minimizing service interruptions.
- Continuous Improvement:
- Proactively identify areas for improvement in network performance, reliability, and
efficiency.
- Collaborate with internal teams to implement enhancements, updates, and
optimizations based on identified improvement opportunities.
- Contribute to the development of new tools, processes, and best practices to
streamline support and maintenance activities.
- Configuration Best Practices Audit:
- Perform regular audits of network configurations against Cisco's Design and
Configuration recommendations.
- Ensure adherence to best practices and recommend adjustments to optimize network
performance and security.
- Collaborate with network operators to implement recommended configuration
enhancements.
- Automation Skills:
- Apply automation skills to streamline repetitive tasks and enhance overall operational
efficiency.
- Develop and maintain scripts and automation playbooks using languages like Python
to automate network processes and tasks.
- Tool Proficiency:
- Proficiency in network topology tools such as MS Visio or equivalent for creating and
documenting network designs.
- Familiarity with common customer tools including but not limited to NMS, Ticketing,
Knowledge and Document Management, Syslog's,Data Correlation, etc.
- Understanding and ability to use troubleshooting tools such as Wireshark and
equivalent tools.
- Soft Skills:
- Self-Leaner and a love for troubleshooting and getting under the hood.
- Team player who leads by helping others and being available when the client/team
needs them
- Exhibit excellent verbal and written communication skills.
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- Demonstrate the ability to stay calm and focused during outages and client
escalations.
- Think on the feet to make quick and effective decisions under pressure.
- Engage Cisco, partner, and/or customer stakeholders to restore services at the
earliest, using any method agreeable to the client.
- Build lasting trust and interpersonal relationships with all key stakeholders.
- Demonstrate the ability to address senior management at the client, partner, or Cisco.
- Documentation:
- Create and maintain detailed documentation, including knowledge base articles,
troubleshooting guides, best practices, and comprehensive records of maintenance
window activities.
- Document automated solutions using scripts and playbooks for future reference.
- Customer Training:
- Conduct training sessions for customers to enhance their understanding of Cisco Data
Center Networking technologies, with a focus on automation, scripting, configuration
best practices, software life cycle management, tool usage, and troubleshootingtechniques.
- Cross-Functional Collaboration:
- Work closely with internal teams, including Engineering, Sales, and Product
Management, to communicate customer needs and contribute to product
improvement.
- Collaborate with Cisco TAC (Technical Assistance Center) for advanced issue
resolution and contribute to the development of automated support tools.
Educational Qualifications
- Bachelor’s degree in Electronics and Communication, Computer science, Information
Technology, Or Related Field
- A solid foundation in Electronics and Communication, computer science or a related
field provides the fundamental knowledge required for understanding networking
principles and technologies.
- Cisco Certifications:
- CCNP (Cisco Certified Network Professional):
- Demonstrates advanced knowledge and skills in Cisco networking.
- Validates the ability to plan, implement, verify, and troubleshoot complex
network solutions.
- CCIE (Cisco Certified Internetwork Expert) Preferred
- A highly regarded expert-level certification that demonstrates a deep
understanding of Cisco networking technologies.
- Validates expert-level knowledge and skills in designing, implementing,
managing, and troubleshooting complex network infrastructures.
Skills: cisco,customer,maintenance,troubleshooting,automation,data,skills,data center,aci,routing,switching
