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Cisco Customer Delivery Engineering Technical Leader Canada, Ontario, Ottawa 806781576
15.05.2024
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What You’ll Do
As part of Cisco Canada’s Public Sector Canadian Secure Technical Services (CSTS) team, you will :
- Provide 2nd and 3rd Tier consultation/troubleshooting to debug broad, complex unique network topologies with mixed media protocols to Large Enterprise Cisco customers on for Cisco Data Centre, ACI, UCS etc.
- You will work as part of a collaborative cross-functional team to provide support to customers during critical network issues as well as managing a case load of criticality issues.
- You drive customer satisfaction and strive for total customer success. You identify, document and resolve issues reported by our customers.
- You solve problems of diverse scope and complexity where the problem analysis requires further evaluation of various factors and correlation of data.
- Provide systems/product training to customers, and contributing towards building a knowledge base for customer support and internal partners.
- Interacts across other High Touch Technical Services teams and development teams at peer level.
- You lead problem resolution efforts with internal stakeholders including: HTOM, HTE, TAC and product engineering.
Minimum Qualifications
- Canadian Citizenship OR Permanent Resident with ability to obtain a Canadian Government Security Clearance.
- Live in Ottawa, Canada or willing to re-locate.
- Problem-solving & troubleshooting methodology.
- Strong communication skills - facilitation / conflict management.
- Ability to think and operate independently in a highly collaborative working environment, especially when working remotely and with remote colleagues.
- A team player focused on customer success.
- BS in a technical field (CS/EE preferred) or equivalent with 8+ years of relevant experience
Skills/Competencies.
- Data Switching guru - You have strong analytical and troubleshooting skills across Cisco platforms and multi-vendor skillset.
- In-depth knowledge of the following areas: Data Centre Networking and Data Centre Products.
- You are a trusted resource in the areas of Nx-OS, IOS-XR, IOS-XE and its underlying platforms and technologies (Routing & Switching protocols, Datacenter technologies and related capabilities).
- Data Center Layer 2 overlays for example VXLAN, EVPN and Layer 2 security features for example port security, MACsec, ACL, private VLANs, Layer 3 Overlay Protocols.
- Network management protocols for example PTP, NTP, DNS, DHCP.
- Experienced level knowledge in the areas of: IP internetworking, LAN Switching Protocols (MPLS, CEF, Trunking (802.1Q), STP, HSRP, LACP/PAGP), IP Routing protocols (IGRP, OSPF, EIGRP, BGP), QoS, Multicast, MPLS.
- Troubleshooting experience using wireshark, or other protocol analyzer.
- Experience with the following products / solutions is HIGHLY desirable: Cisco Nexus 2000, 3000, 5000, 7000 , 9000, ACI.
- Strong experience supporting client servers (blades and rack systems).
- Previous experience providing high level technical support within a Server/Storage environment and Knowledge of installing controllers, drivers and networking components. Knowledge of fiber channel operation and protocols.
- Expertise on UCS-B,C series and Knowledge of server OS – Windows, Vmware, Linux.
- Troubleshooting experience within Ethernet and/or SAN environment.
- Professional or Expert Level network certification (CCNP, CCIE) or equivalent technical/networking knowledge is preferred.
Desired Qualifications
- Bilingual Fluency (Canadian French & English).
- Previous experience with incident management, reactive support, operations or troubleshooting complex technical problems is an advantage.
- Familiar with network programmability, automation, and virtualization.
We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another - from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).
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