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Customer Support Engineer,思科CCIE、CCNP认证优先,上海

创建于: 2014-10-31 15:36:34          

Overall:

The person will be responsible for providing technical support for Cisco Small Business products and networking technologies to Cisco's customers and partners world-wide. The breadth and diversity of technology exposure is second to none. All TAC members have strong fundamental "core" networking skills with specialist technology skills in areas like core networking (Routing & Switching) or advanced technologies like Voice, Security, and Wireless


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Relationships:

•Typically reports to a TAC team manager
•Builds strong team relationships with other Customer Support Engineers, Sales team members, and Engineering team members 
•Enjoys sharing knowledge 
•Effectively troubleshoots problems both alone and as part of a team, depending on the nature of the incident.
•Connects directly with Cisco customers and builds effective working relationships while solving their issues. 
•Manages customer expectations and always aims to leave the customers feeling valued and overall positive about Cisco.

Deliverables:

•The engineer will provide technical support to partners and/or customers for Cisco small business products, technologies, and/or solutions.
•The engineer will typically be responsible for resolving moderate to highly complex technical problems, depending on the customers' need.
•The engineer will simulate technical problems in lab environment. 
•The engineer will analyze GPL code pertaining to protocol/feature implementations to isolate the root cause and suggest fixes.
•The engineer will escalate some specific problems to the responsible Business Units for product enhancement. 
•The engineer will share his/her knowledge with other people.
•The engineer will work closely with his colleagues and Sales/Engineering team members to achieve common goals. 
•The engineer will strive to technical excellence and expertise.

PERSONAL PROFILE

Technical Skills:

•Strong fundamental "core" networking skills, including Routing, Switching, and Network security (essential)
•Profound knowledge in two or more of the following areas: Routing, Switching, Network Security, and Wireless (essential)
•Strong knowledge of code review and code debugging (advantageous)
•Strong knowledge of C Programming, Unix (any flavor), Unix Kernel level debugging (advantageous)
•Knowledge of Voice Networks, VoIP, VoIP protocol (advantageous)
•Strong knowledge of Data Security Fundamentals, Encryption standards, and VPN (advantageous)

Soft Skills:

•Fluent English speaker (essential)
•Excellent written and verbal English communication skills (essential)
•Autonomous worker with team spirit (essential)
•Good team player (essential)
•Eager to learn. Technical aptitude to assimilate new learning quickly (essential)
•Flexible: Able to adapt to a changing environment (essential)
•Out-of-the-box thinker (essential)
•Performs well under pressure and in disruptive environments where priorities can change in response to customer demand (essential)
•Capacity and passion to the customers. Good customer engagement (essential)

Industry or Sector Experience:

•Prior experience of high-level technical problem solving (essential)
•Prior experience in a technical support capacity (advantageous).
•Prior experience with C/Unix code development/debugging (advantageous)

Education:

•Bachelors degree or higher in Computer Science or equivalent recommended
•Cisco Certified Networking Professional (CCNP) (essential)
•Cisco Certified Internetworking Expert (CCIE) (advantageous)

 

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