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Network Support Specialist

hace 1 mes

Xico, México Cisco Meraki A tiempo completo
Job Summary

We are seeking a highly skilled Network Support Specialist to join our team at Cisco Meraki. As a Network Support Specialist, you will be responsible for providing exceptional technical support for our growing client and partner base. You will investigate and resolve problems for the entire Meraki product line, including our wireless access points, security appliances, switches, and other technologies.

Key Responsibilities

  • Effectively work alongside third parties such as partners and customers regarding technical issues and customer service inquiries, primarily over the phone and in writing.
  • Diagnose and solve wireless, security, switching, and other various network-related issues reported by Cisco Meraki customers and partners.
  • Own each customer case from initial creation to resolution.
  • Collaborate with other support team members to fix network outages, incorrect configurations, and sophisticated networking issues on customers' devices.
  • Read and analyze packet captures using Wireshark.
  • Work with our engineering and product management teams to diagnose and resolve critical, escalated issues.
  • Understand and use Linux console commands to identify and resolve issues with Meraki devices and Meraki Dashboard services.
  • Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles.
  • Stay up to date on Meraki features and technology by completing instructor-led and self-paced training modules.

Requirements

  • A foundational understanding of and firsthand experience with network technologies including firewalls, content filters, routing/switching, VLANs, VPNs, and 802.11a/b/g/n/ac wireless.
  • Detailed and thorough comprehension of networking protocols including TCP, STP, ARP, Ethernet, OSPF, etc.
  • Experience supporting or testing LANs, VLANs, 802.11 wireless networks, VPNs, NAT devices, & DHCP servers.
  • Outstanding written and verbal communication skills.
  • Ability to clearly and concisely articulate both technical and non-technical concepts to third parties.
  • Outstanding customer service skills.
  • Bilingual in English/Spanish is a must. Portuguese fluency is a bonus.
  • Excellent time management, follow-through, and attention to detail.
  • Experience in computer networking-related problem solving, critical thinking, and troubleshooting.
  • Ability to multitask and work under stress.
  • Working towards or have a bachelor's degree in Computer Information Technology, Information and Computer Technology, Networking and IT Security, or a related field.
  • Networking certifications a plus: CCNA, CCNP, CWNA, etc.

About Cisco Meraki

We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to craft the technologies that give us connected cities, connected cars, and handheld hospitals. And we do it in style with unusual personalities who aren't afraid to change the way the world works, lives, plays and learns. We are encouraging leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco Meraki.

At Cisco Meraki, we're challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, encourage innovation, and release the full potential of our people. We're building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.