Description
Flint are recruiting for a Support Engineer with advanced knowledge of Routing and Switching, Voice/Video, Data Center and Wireless.
You will possess effective Troubleshooting and Analytical skills with the ability to communicate effectively in English and Spanish both verbally and in writing. This is a customer focused role, we are looking for Network Engineers who have previous experience in customer facing and with customer support.
Roles and Responsibilities
- 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 complex and critical issues.
- Is a dedicated Technical Escalation point of contact for moderate to complex 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 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 FTS 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.
- Occasional business travels are required (EMEAR, APAC, US)
- Successfully manage customer relationship. Support service delivery on accounts under his/her responsibility.
- Generate reusable Intellectual Capital in the form of standard customer deliverable's. 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 customer's escalated or reoccurring reactive issues to resolution.
Qualifications
- Advanced knowledge of Routing and Switching
- Advanced knowledge of: Voice/Video
- Good Knowledge of Data Center, Wireless, Security will be a plus,
- Effective Troubleshooting and Analytical skills
- Ability to communicate effectively in English and Spanish both verbally and in writing
- high interpersonal skills, very good presentation skills (to technical and non-technical audience)
- CCNP or knowledge equivalent
Desired Skills
- Bachelor's or Master's degree in engineering (Computer Science, Electrical Engineering, Telecommunication or equivalent)
- Experience in designing, deploying or supporting Cisco Solutions
- Operation and configuration of Cisco's data center and network devices (eg Nexus, Catalyst Routers, Switches, Load Balancers, Storage Networks, Application Optimizers, UCS Server technologies, and VMWare Virtualization)
- Good Knowledge of Cisco IOS
- CCIE