Cisco Support Engineer
On location in Denver, CO
W2 only – no C2C
Job Description:
- Overview: Technical focal point for incident resolution
- Drives incident resolution for issues experienced in customer environments.
- Contributes to the diagnoses, troubleshooting and resolution of incidents related to Cisco products, services or solutions.
- Escalates complex issues to Tier 3 when required for incident and problem resolution.
- Provides customer updates or answers for products, services or solutions questions for the 5G Infrastructure.
- Creates or updates, and delivers problem resolution, project collateral and/or knowledge transfer.
- Contributes to user level documentation for resolving technical problems found in products and solutions and supports customer Knowledge Transfer
- Engages and drives appropriate resources for escalations.
- Maintains accurate documentation in incident and knowledge management systems.
- Ensures case management guidelines are followed.
- Effectively communicates (verbal and written) with the customer and Cisco stakeholders on status and progress of service requests
- Troubleshoot and resolve complex incidents across Cisco Data Center and Transport technologies
- Accountable for the accurate and timely resolution of network incidents detected
- Deliver knowledge transfer and training to NOC engineers
- Engage and partner with extended client operations teams for cross technology incident resolution
- Develop troubleshooting documentation
- 1-5 Years of experience
- CCNA is a plus
- Must have service provider experience
- Must have experience in IS-IS, MPLS, AWS.
Responsibilities:
- Performs incident detection, triage, and remediation of medium complexity network incidents.
- Initiate incident escalation as required for remediation.
- Contribute to troubleshooting documentation, incident handling and help guides.
Our Commitment
We would love to have you join our team! ECCO Select is committed to hiring and retaining a diverse workforce. ECCO Select’s policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category.
Equal Employment Opportunity is The Law
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