Customer Experience Support Engineer - Wireless

Cisco   •  

Research Triangle Park, NC

Industry: Technology


Less than 5 years

Posted 153 days ago

This job is no longer available.

Who You'll Work With

Everything we do is driven by intimacy with customers and partners. They trust us to deliver, because we reinforce our services expertise with business acumen. And with a passion for innovation and disruption, our world-class team is at the forefront of Cisco’s evolution.

Technical Services is a team of world-class technical experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores. Cisco's Global Technical Center (GTC) is aligned to the GTC's various geographic regions and together we form one global borderless customer supportexperience.

What You'll Do

Strong analytical and troubleshooting skills and must have the initiative, perseverance and commitment to see problems through towards resolution.

Performs Advanced Level Troubleshooting, Analysis and Diagnosis of Complex Networking Problems & Design Issues. Resolve the incidents and problem tickets within SLA or KPI.

Take ownership of complex problems, provide remotesupport in performing analysis, isolate problems and deliver solutions with a high level of customer satisfaction

Respond to escalations and/or assistance requests originated from customer or peer engineers according to established processes

Effectively work with cross-functional teams to resolve major customer issues

Drive for continuous learning and improvement, results orientation and teamwork.

Develop expertise in specific areas (i.e. technology, product)

The Wireless engineer is an experienced engineer who work on HTTS largest service provider networks in the world. Customers call a premium support number and get the requiredsupport via email, phone and remote access for wireless troubleshooting cases. The team works with customers to restore services and provide root cause analysis within the service level agreements and we work closely with Business Units (BU), Advance Services (AS) and Account teams to provide the premium customer support.

Who You Are

The Customer Experience organization is looking for a Customer Support Engineer to join some of the industry's brightest minds in developing and deploying today's most advanced Internet technologies. In this role, you will gain insight on the detailed functionality of Cisco products and partner with all distributed elements of the service chain.?

We are very oriented in customer experience and customer success. Our highly skilled team supports and collaborate with people from different backgrounds around the world. We are committed to deliver premium support to our customers and partners.

Attributes of a Successful Candidate:

We are looking for talent with following qualities and skills:

Ability to work in a fast-paced, high-pressure, cross-functional environment.

Ability to function effectively in ambiguous circumstances.

Demonstrate high-level of maturity and confidentiality.

Shares information and communicates clearly with team members to improve team effectiveness. Encourages and accepts feedback.

Excellent written and verbal communication, interpersonal and presentation skills.

Have strong time management skills

Ability to perform tasks with minimal supervision with consistency and quality.

Ability to mentor and coach others, transfer knowledge and/or effectively explain complex technical concepts

Proven planning, prioritization, and organizational skills.

Education & Experience:

You have 2-5 years’ experience in NOCs or Service Desks configuring, supporting, solving problems, debugging and administering some of the following:

Wireless Access Points, Wireless Client Association, Wireless Controllers, CSMA/CA, RTS, CTS protocols, RF transmission, Antennas, IEEE 802.11 standards (a, b, g), 802.1x Wi-Fi, 802.1Q Trunking, Ether channel.

You have hands on experience with WLAN Security in the areas of authentication, encryption, IDS/IPS using Radius, AAA authentication, EAP, LEAP, PEAP, PSK, AES-CCMP encryption (AES- Counter w. CBC MAC Protocol), Wireless Sniffers, WEP encryption (Wired Equivalent Privacy), WPA (Wi-Fi Protocol Access), WPA2, Cisco LWAPP and IOS based solutions.

You have experience with WLSM, WiSM, WCS.

Minimum Qualifications

· You have a BS in a technical field

· You work independently and bring solid crisis management skills

· Ability to work on problems of diverse scope where analysis requires evaluation of identifiable factors

· Deep knowledge of telecommunication systems and network environments

· Ability to analyze, use and configure medium and large enterprise/SP networks

Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

• We connect everything – people, process, data and things – and we use those connections to change our world for the better.

• We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.

• We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco