Senior Network Support Specialist

hace 1 mes


Ciudad de México, Ciudad de México Cisco A tiempo completo
About the Role

We're seeking a highly skilled Network Support Specialist to join our team at Cisco. As a key member of our Customer Engineering team, you will play a critical role in empowering our customers with ThousandEyes to ease their performance monitoring pains.

Key Responsibilities
  • Provide timely and effective technical support to customers via online chat, email, and phone
  • Take ownership of technical issues, working with cross-functional teams to document problem definition, troubleshooting procedures, and resolution steps
  • Contribute to the development and maintenance of customer support forums and knowledge bases
  • Participate in 24x7 Support Coverage model
  • Identify opportunities for process improvement and automation
Requirements
  • Strong customer-facing skills and a customer-first attitude
  • Bachelor's degree in Computer Science or a related field, or equivalent working experience
  • At least 5-7 years of experience in a customer-facing role, preferably in network engineering or technical support
  • Firm grasp of network and application protocols, including TCP/IP, DNS, web technologies, proxies, and VoIP
  • Experience with Cloud/SaaS software products and virtualization technologies, such as containers, virtualBox, VMware, HyperV, and Xen
  • Working knowledge of security principles, including authentication, permissions, and SSO
  • Knowledge of one or more programming languages and frameworks, such as Java, Python, XML, and RESTAPI
  • Experience with Linux-based operating systems and technical writing a plus
  • Ability to prioritize and complete tasks in a timely fashion, and communicate clearly and concisely to technical and non-technical users
  • Proven troubleshooting and problem-solving skills
About Cisco

Cisco is a global leader in technology and innovation, and we're committed to creating a diverse and inclusive workplace. We believe that everyone has something to offer, and we're looking for talented individuals who share our passion for technology and customer satisfaction.

We're an equal opportunities employer and welcome applications from all qualified candidates. If you're interested in this role and believe you have the skills and experience we're looking for, please don't hesitate to apply.



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