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Tier 2 Infrastructure Support Specialist

hace 2 meses

Ciudad de México, Ciudad de México Cisco A tiempo completo

Position Overview

The role of a Tier 2 Infrastructure Support Specialist is crucial for maintaining the operational excellence of our systems. Cisco is continuously on the lookout for committed individuals who are eager to contribute to our mission. While we may not have an immediate opening, we encourage you to submit your resume for future opportunities.

Team Collaboration

As part of the Collaboration Technology Group (CTG), you will be involved in the management and support of the Webex product suite, including UCMC, Webex Calling DI, and Contact Center. Your responsibilities will include overseeing the infrastructure that supports these solutions, ensuring their reliability and efficiency.

Candidate Profile

This position offers a unique chance for individuals with determination and a customer-centric mindset to develop their skills while delivering value to clients. The ideal candidate will possess a strong desire to learn and adapt to new technologies.

Key Responsibilities

  • Ensure continuous availability of production environments and manage daily operations.
  • Participate in root cause analysis and assist in resolving major incidents.
  • Take ownership of incidents and problems, ensuring accountability throughout the resolution process.
  • Reproduce customer issues for technical troubleshooting.
  • Assist with firmware-related issues and provide feedback for enhancements.
  • Apply ITIL framework principles in a production context.
  • Resolve incidents and problems within established service level agreements.
  • Collaborate with senior technical staff on complex issues.
  • Maintain knowledge of current and emerging technologies relevant to the infrastructure.
  • Engage with technical leaders to align on product and project requirements.
  • Act as the first point of escalation for all incidents.

Technical Skills Required

  • Proficient in VMware, Cisco UCS, and storage solutions.
  • Familiarity with Nexus devices and Hyperflex technologies.
  • Understanding of Data Centre Networking and associated products.
  • Experience in both physical and virtual server environments.
  • Knowledge of overlay technologies such as VXLAN, BGP EVPN, and ACI.
  • Familiarity with Cisco ACI, SDN, NFV products, and Cisco Cloud offerings.
  • Experience with virtualization and container environments, particularly VMware vSphere.
  • Basic understanding of L2/L3 networking protocols (e.g., VPC, STP, HSRP, OSPF, EIGRP, BGP).
  • Basic knowledge of ITIL framework principles.
  • Strong analytical and troubleshooting skills.

Professional Qualifications

A bachelor's degree in a technical field or equivalent experience, along with 3-5 years of relevant experience in Data Centre and Network operations, is typically required. Experience in a Network Operations Centre or Technical Assistance Centre is also beneficial.

Preferred Qualifications

  • CCNP DataCenter or CCNP Routing & Switching certification.
  • Certification in any virtualization platform.
  • Experience with scripting and automation tools (e.g., Python, Ansible).
  • Prior experience in a Managed Services environment.
  • A solid understanding of the ITIL framework and its application in production settings.