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High Touch Engineer

Location: 100% Remote

Duration : Long Term

UCS is going to be key and any vBlock.

Vblock is more of a video offering but it is a UCS box. USB, USC, US3260, UCS Manager, Fabric interconnects, UCS Central. UCS and VMware searches may be the best bet for searches along with UCS-C, UCS-B, UCS-S covers all makes and models of USC boxes.

Job Description

• Network Problem Resolution --Escalation support and troubleshooting for critical security, network outages (severity 1 & 2 issues) and complex network issues relaying detailed knowledge of customer network, critical sites, and operational procedures to Cisco support team
• Effectively communicate with customer and internal stakeholders
• Diagnose and troubleshoot security, wireless, switching, and other various network-related issues reported by customers
• Own each customer case from initial creation to resolution
• Collaborate with other support team members to fix network outages, misconfigurations, and complex networking issues on customers' devices
• Work with engineering and management to diagnose and resolve
• Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles
• Root Cause Analysis, at the Network Level -- A recommendation report that includes root cause, next steps, and recommendations for corrective actions in a response to a network incident
• Training -- Assist with identifying areas where training is needed
• Quarterly Business Review -- A report on deliverables and activities provided during the immediate past timeframe, corrective action plans, & other actions planned for the next quarter
• Informal knowledge transfer sessions to augment troubleshooting skills by providing Cisco product training & best practices review

Minimum Requirements:

• Bachelor's degree in engineering (Telecommunications Engineering, Computer Science, Electrical Engineering) or a combination of hands-on skills and experience
• Direct Customer Support experience in Security and UCS (vBlock even better)
• Solid foundation with Data Center (Nexus Platforms) and/or LAN Switching/Routing Technologies
• Strong analytical and troubleshooting skills
• Proven crisis management skills
• Proven crisis management skills / Strong written and verbal communication skills