Technical Consulting Engineer

hace 1 día

Ciudad de México, Ciudad de México Cisco Systems A tiempo completo
About This Role

Cisco Systems is seeking a highly skilled and dedicated Technical Consulting Engineer - Infrastructure Support Specialist to join our team. As a key member of our Collaboration Technology Group, you will play a critical role in the upkeep and lifecycle management of the underlying Network, Compute, and Storage infrastructure that supports our Webex suite of products.

Key Responsibilities
  • Ensure 24/7 availability of the production environment and daily operations.
  • Assist in the root cause analysis process and help with remediation of major issues.
  • Ability to assist in a support capacity with problem and incident resolution and assume incident and problem ownership and accountability.
  • Recreate Customer Issues for Technical Troubleshooting in the Operate Lab.
  • Assist with issues related to firmware and report issues and suggest enhancements.
  • A basic understanding of the ITIL framework and its application in a production environment.
  • Troubleshoot & resolve the incidents and problem tickets within SLA/SLO.
  • Work with senior technical resources on complex issues and major incidents resolution.
  • Develop and maintain a working knowledge of existing and new technologies and be able to tie the design and implementation of infrastructure to the managed components.
  • Work with technical leaders to understand products and project requirements.
  • Take ownership and accountability expectations in managing cases and customer situations.
  • Serve as first point of escalation on all incidents.
Requirements
  • 1-3 years of experience in Routing and Switching technology at a Network Operations Centre or Technical Assistance Centre.
  • Ability to work with internal and external executive level customers with confidence while providing an exceptional experience.
Preferred Qualifications
  • CCNP Routing & Switching certification is a plus.
  • Certification on any Virtualization platform is a plus.
  • Experience with scripting and automation (Python, Ansible, etc.).
  • Prior working experience in Managed Services environment.
  • A strong understanding of the ITIL framework and its application in a production environment is preferable.
About Cisco Systems

Cisco Systems is a global leader in technology innovation, connecting everything, people, processes, data, and things. We are a team of thought leaders, tech geeks, and innovators who are passionate about shaping the future of technology. We celebrate creativity and diversity, and we are committed to making a positive impact on the world.

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