Engineer-Customer Support III

Location: London, Hampshire
Posted On: 8/9/2017
Job Code: Engineer-Customer Su
Job Description
Provide Network-level problem resolution, including troubleshooting on the entire network for complex and critical issues.
• Provide problem root-cause analysis at the network infrastructure 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 customer’s network.

Review and analyse network 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 network-level. Situations by using knowledge of the customer network and their operations.
Assist the High Touch Operations Manager (HTOM) on any technical matters which may arise in the delivery of the High Touch program on their customer accounts.

Required Background

Candidate must be a self motivated individual that is dedicated to exceeding client expectations, be willing to contribute to team efforts and in addition to their technical ability must also possess strong communication and interpersonal skills:

• Proven leadership skills with the ability to engage and coordinate with other technical resources seamlessly during the trouble shooting process.
• Focus on network-level support versus device-level support.
• Resolution ownership, regardless of technology involved.
• Greater commercial awareness, fully appreciate the impact that network outages can have on a customers’ core business.
• Ability to engage and present to customers at a senior management level.
• Strong technical presentation skills.
• Leverages and contributes to Virtual Teams.
• Good understanding of business process and requirements in a support environment.
• Excellent written and verbal communication skills.
• Ability to work successfully as a team member in a cross-functional matrix environment.
• Results driven and focus on the customer.
4+ year’s experience Routing & Switching support environment.
• CCNP or CCIP is essential.
• CCIE or equivalent networking qualification is highly desirable.
• Enterprise or Service Provide customer experience desirable.
Routing protocols: BGP and OSPF.
ASR9K / IOS XR (desirable)
Catalyst 6500 (desirable)
Category:Non-IT  code:new
Job Requirements
Routing , Switching , Network, BGP and OSPF, CCNP or CCIP

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Contact Details
Abhishek Joshi