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Lead Network Support Specialist

hace 1 mes

Veracruz, Veracruz-Llave, México Qlik A tiempo completo
Job Title: Lead Network Support Specialist

The Customer Experience team at Cisco is a team of elite authorities 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, growing customer satisfaction metrics, industry recognition, and employee happiness scores. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless. Your career growth options will be vast, as we realize our vision to become the #1 IT Company in the world.

Job Summary:

We are seeking a highly skilled and experienced Lead Network Support Specialist to join our premier team. As a key member of our team, you will be responsible for providing remote troubleshooting support to our customers, collaborating with other engineers to resolve complex technical issues, and developing expertise in specific areas of network technologies.

Key Responsibilities:
  • Provide remote troubleshooting support to customers on a priority basis within their network environments.
  • Proactively engage and collaborate with other engineers to resolve complex technical issues.
  • Develop expertise in specific areas of network technologies.
  • Work on complex problems where analysis of situations requires in-depth evaluation of factors.
  • Solve sophisticated enterprise networks to quickly resolve downtime and outages.
  • Effectively communicate issues to engineers within the support team, and resolutions/work-arounds to the customer.
  • Perform ad hoc analyses and tasks as assigned.
  • Provide mentorship and leadership to less experienced engineers.
  • Participate in daytime and night/weekend on-shift/on-call rotation.
Requirements:
  • Minimum of 3+ years' experience in network support.
  • Good practical knowledge of troubleshooting Routing and Switching protocols BGP, EIGRP, OSPF, STP, and 802.11.
  • Good practical knowledge of protocols including Multicast, HSRP, TCP/IP, IPSEC, and WLAN.
  • Good practical knowledge of Cisco platforms including Nexus, Cisco Switches, ASR and ISR series routers.
  • Ability to create and maintain scripts in Python and Perl.
  • Strong analytical, problem-solving and organizational skills.
  • Strong written and verbal communication skills.
  • Prior experience in support of remote customer networks required.
  • Wireless and SD-WAN knowledge is a plus.
  • Engineering/Computer Science/IT educational degree courses is a plus.
  • CCNP R/S and Wireless certifications are highly desired.
  • Python programming skills and ITIL certifications is a plus.
What We Offer:

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year.