Engineer-Customer Support I

Location: Krakow, Krakow
Posted On: 8/29/2017
Job Code: Engineer-Customer Su
Job Description
• Act as a technical focal point for network problem resolution. Troubleshoot and resolve customer network problems across a broad range of technologies. Provide Network-level problem resolution, including troubleshooting on the entire client network for complex and critical issues. Is a dedicated Technical Escalation point of contact for moderate to complex network issues.
• Provide problem Root Cause Analysis at the network infrastructure and application level and produce detailed technical reports that include root cause, next steps, and recommendations for corrective and preventive actions,
• Provide Software Referrals to address critical problems identified across install base.
• Review and analyze trends and work with the High Touch Operations Manager (HTOM) in providing quarterly reports detailing corrective action plans, and other actions planned for the next quarter.
• Shorten the time to resolution during complex and critical situations by using knowledge of the customer network and their operations.
• Assist the FTS Teams, Technical Assistance Centre (TAC) and HTOM, on any specific matters which may arise in the delivery of the High Touch Support Services on their customer accounts.
• Occasional business travels are required (EMEAR, APAC, US)
• Successfully manage customer relationship. Support service delivery on accounts under his/her responsibility. Generate reusable Intellectual Capital in the form of standard customer deliverables. Question the way of working and suggest improvements.
• Provide remote or onsite deployment support. When appropriate act as Lead Engineer for HTTS and TAC when driving customer's escalated or reoccurring reactive issues to resolution.
- Typically requires university degree equivalent plus 5+ years of experience in network engineering or telecommunications support environment
- Advanced knowledge of Routing and Switching
- Good knowledge of one: Data Center, Wireless, Security, Voice
- Effective Troubleshooting and Analytical skills
- Ability to communicate effectively in English both verbally and in writing
- high interpersonal skills, very good presentation skills (to technical and non-technical audience)
- CCNP or knowledge equivalent
Category:Non-IT  code:new
Job Requirements
Bachelor's or Master's degree in engineering (Computer Science, Electrical Engineering, Telecommunication or equivalent)
- Experience in designing, deploying or supporting client Solutions
- Operation and configuration of client's data center and network devices (e.g. Nexus, Catalyst routers, switches, Load Balancers, Storage Networks, Application Optimizers, UCS Server technologies, and VMWare Virtualization)
- Good Knowledge of client IOS

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Contact Details
Abhishek Joshi