High Touch Engineer 3

3 days ago

Chennai, Tamil Nadu, India Artech Full time US$ 90,000 - US$ 1,20,000 per year

Role & responsibilities

  • Provide Network Problem Resolution, leads efforts around Root-Cause Analysis, Maintenance Window support and Software Referral assistance as per documented processes.
  • Earn the confidence of customers and leverages that same level of confidence to achieve results.
  • Collaborates with, and seeks assistance from other Cisco internal teams, such as TAC, HTTS, BUs, PMs, TMEs, on complex product and software issues, driving and speeding up resolution of critical customer related issues.
  • Proficient in any of the following technologies: DC, ACI, R&S - Security technologies preferred.
  • Provides systems/product training, guidance & leadership to customers and less experienced engineers (HTE/HTTS/TAC) as needs arise.
  • Solves extremely complex problems where analysis requires in-depth evaluation of factors with imaginative and innovative troubleshooting and experimentation as well as evaluation of intangible variables.
  • Participates and provides technical input in weekly case reviews with your clients support and engineering teams, leading the technical aspect of the calls and helping speed up case resolution. Emphasis on high severity by coordinating right technical resources.
  • Performs closed case analysis, highlighting technical symptoms and trends, remediation, and other related topics.

Preferred candidate profile

  • 5+ years' experience troubleshooting DC and Routing/Switching across Cisco platforms (Strong internet working troubleshooting skills).
  • Cisco ACI experience is a must.
  • 5+ years experience in a Technical Assistance Center environment (i.e: Cisco TAC/HTTS background or equivalent outside exposure).
  • CCNA and CCNP certification required.
  • Fluent in English, with excellent verbal and written communication skills.

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