Technical Support Engineer - Cisco Careers

Job Summary

The Technical Support Engineer is responsible for providing exceptional technical support to Cisco customers, partners, and internal stakeholders, ensuring prompt resolution of complex technical issues and delivering outstanding customer experience.

Key Responsibilities

Technical Support

• Provide technical support via phone, email, and chat to resolve complex technical issues related to Cisco products and solutions
• Troubleshoot and diagnose technical problems, identifying root causes and implementing solutions
• Collaborate with internal teams, including engineering, sales, and other support teams to resolve complex issues
• Develop and maintain technical knowledge and expertise on Cisco products and solutions

Customer Communication

• Communicate technical information to customers, partners, and internal stakeholders in a clear and concise manner
• Manage customer expectations, providing timely updates and resolution status
• Develop and maintain strong relationships with customers, partners, and internal stakeholders

Problem Management

• Identify and document technical issues, tracking and resolving problems in a timely and efficient manner
• Collaborate with internal teams to identify and implement process improvements
• Develop and maintain technical documentation, including knowledge base articles and troubleshooting guides

Continuous Learning

• Stay up-to-date with new and emerging technologies, attending training sessions and workshops
• Participate in knowledge-sharing activities, including peer-to-peer training and mentoring
• Develop and maintain technical certifications, such as CCNA, CCNP, or CCIE

Requirements

Education

• Bachelor’s degree in Computer Science, Engineering, or a related field

Experience

• Minimum 2 years of technical support experience in a similar industry
• Experience with Cisco products and solutions, including routing, switching, and security
• Experience with troubleshooting and resolving complex technical issues

Skills

• Excellent technical knowledge of Cisco products and solutions
• Strong problem-solving and analytical skills
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines