Summary of Function:
This position is responsible for implementing, analyzing, troubleshooting, supporting, and resolving customer-escalated issues involving network, data, security, voice, video, and wireless issues in a Cerium deployed or supported network of Cisco communication infrastructure.
The ideal candidate must be a self-starter, well-organized, a team player, and a problem solver. The position requires independence and accountability as well as a collaborative effort. Must have excellent communication and customer service skills.
Job Qualification:
- Candidate must possess at least a Bachelor's degree in Computer Engineering (COE), Electronics and Communications Engineering (ECE), Computer Science (CS), Information Technology (IT) or graduate of 4-5 years of technology-related course
- 5 or more years of related work experience
- CCIE or CCNP preferred, CCNA required
- Working knowledge of layer 2 / layer 3 protocols and technologies including Spanning Tree, DHCP, Multicast, QoS, VLAN and VTP, Etherchannel, VSS, SPAN / RSPAN
- Experience with Cisco Wireless LAN controllers, APs, and Prime infrastructure.
- Experience with Cisco routing and switching elements (enterprise or campus networking).
- Experience with campus-based Cisco switching inclusive of multi-layer switching environments (spanning-tree, access-port edge protection, MLS QoS, VoIP enablement, trunking, multicast-enablement, EtherChannel/port-redundancy)
- Experience with Cisco-based ISR-based VPN solutions such as FLEX-VPN, GET-VPN, or DMVPN preferred
- Network and communications systems troubleshooting experience
- Excellent analytical ability and communication skills
- Customer service skills and experience
- Excellent verbal and written English communication skills.
- Self-starter, willing to take ownership and work with minimal supervision
- Strong organizational abilities and a passion for excellence
Duties and Responsibilities:
- Support Cisco solution technologies including but not limited to routing and switching elements, QoS, VoIP, VPNs, and wireless controllers
- Provide remote and on-site support in diagnosing, troubleshooting, and resolving system issues. Includes analyzing and resolving any system issues that are causing system service disruptions.
- Focus on rapid identification and resolution of customer issues
- Answer questions and perform initial triage on problem reports
- Document each customer interaction using our Microsoft CRM ticket management system
- Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA)
- Provide ongoing, regular updates to customers to keep them apprised of progress toward problem resolution
- Participate in the creation of proactive measures to anticipate and /or remove the need for traditional service and support
- Technical assistance for hardware, software and /or applications
- Partnering to create and update technical documentation
- Providing onsite installation and other professional services as needed
- Participate in off-hours and a rotating on-call support schedule associated with a 24x7 support operation
- Answer questions and perform initial triage on problem reports
- Document each customer interaction using our Microsoft CRM ticket management system
- Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA)
- Provide ongoing, regular updates to customers to keep them apprised of progress toward problem resolution
- Participate in the creation of proactive measures to anticipate and /or remove the need for traditional service and support
- Technical assistance for hardware, software and /or applications
- Partnering to create and update technical documentation
- Providing onsite installation and other professional services as needed
- Participate in off-hours and a rotating on-call support schedule associated with a 24x7 support operation
