Requisition #:R905539Location:BRAZIL.RIO DE JANEIRO.RIO DE JANEIRO
Job Title:Custome Support Eng III (Data Center)Region:AMERICAS
Area of Interest:Cisco Services (Formerly Customer Advocacy)
Level of Experience:Experienced - Non Manager
Flexible Work Option:No
Job Description:
Looking for a dynamic individual with great interpersonal skills who is able to work in customer-focused environment where technical and administrative (case management, customer correspondence, process documentation, etc.) skills are applied.
Cisco views its customer relationships as vital to the organization and demands a high level of professionalism from its support operations personnel. Responsibilities include troubleshooting technical issues with customers who work in a 24x7 service environment, interfacing with other departments and vendors to resolve issues and provide root-cause analysis, providing technical guidance and recommendations.
The candidate requires the ability to use analytical and methodical troubleshooting techniques in a Data Center production environment, recognizing potential system problems, researching solutions from multiple sources, applying those solutions to successfully resolve customer's issues, and documenting the work for future reference. Occasional travel (<10%), work-time can be shifted from common business hours and after-hours/weekend on-call is required.
Specific Responsibilities:
• Provide remote network support for product configuration and operational issues.
• Troubleshoot and resolve customer problems across a broad range of technologies.
• Build and simulated problems in test labs to resolve highly complex problems.
• Document, propose, and present architecture recommendations in complex environments
• Focusing on quality and customer success, keeping the continuous improvement to stretch goals.
• Provides substantial input to internal engineering and product organizations on future product development.
• Utilize Cisco's trouble ticket application and databases to manage and document customer issues.
• Manage and respond to incoming email and support ticket requests in a timely manner.
• Receive inbound technical and non-technical support inquiries.
• Utilize other customized tools and processes to help identify the root cause of technical problems.
• Effectively articulate necessary technical and non-technical information to customers in a simple and concise manner over the telephone or via e-mail.
• Communicate and work effectively with staff in all levels of Cisco Services Business Units.
• Meet or exceed individual performance goals (metrics) focused on providing superior customer support.
• Investigate customer issues, providing quality solutions, escalate when necessary to provide timely resolution.
• Perform other duties (like initiatives) as required by Cisco Management to grow the team.
Requirements:
• 6+ years of experience in design, operation and/or support (preferred) of production Data Center environments.
• known the role of the Network, and their relationship with tiered applications in a Data Center;
• knowledge of the common layers and Data Center physical architecture;
• knowledge of Data Center switching technologies (VSS, vPC+, FabricPath, FEX, FCOE, etc);
• Experience installing and supporting Cisco switches (Nexus, Catalyst 4500/6500), Blades Systems and Operating Systems (Linux/Windows);
• Deep Knowledge of Server Virtualization (VMotion, DRS, Storage VMotion, FT, VCenter, VCenter HeartBeat) and VDI (View Composer, Flex/Linked Clone);
• Strong knowledge of switching, load balance and WEB protocols (SPT, LACP, DCB, HTTP, HTTPS, etc)
• Experience in field, with strong hands-on skills and customer relationship/satisfaction as focus;
• Knowledge of requirements for SQL Server, Oracle Database and Exchange;
• Desirable Knowledge of Wan Optimization, Storage Area Network and Storage (Raid, Deduplication, Striping, etc);
• Bachelor's Degree or Higher;
• Certification in Linux, VMware, Network Support/Design (LAN/SAN) will be a plus;
• Ability to work during evenings, weekends and holidays on a rotational basis;
• Good written/spoken English communication skills. Spanish/Portuguese (or willing to learn it) is desirable;
• Positive, collaborative attitude and self motivated;
