Cisco Technical Consulting Eng Infrastructure Support Engineer – Tier 

United States, Georgia, Atlanta 

842317729

Infrastructure Support Engineer – Tier 2

While reading our job description, please remember - we understand from experience that not ticking every box on the skills sections stops many from applying. You should apply if you feel you are the right person for the job and have the aptitude to learn and deliver results.

Who You Are

This role focuses on device management, remediation, event analysis, and providing world-class customer service. Job responsibilities include troubleshooting, diagnosing, and resolving problems in sophisticated customer networks, working in a global 24x7 organization. An ideal candidate will have prior NOC/SOC experience, working against timelines in a fast-paced environment. A strong working understanding of network, compute, storage and virtualization platforms and technologies is vital for a successful candidate. Superb communication skills over video, web conference, and chat are required to succeed in the global Team.

What You’ll Do

• Ensure 24/7 availability of the production environment and daily operations.

• Assist in the the root cause analysis process and help with remediation of major issues.

• Ability to assist in a support capacity with problem and incident resolution and assume incident and problem ownership and accountability.

• Recreate Customer Issues for Technical Troubleshooting in the Operate Lab

• Assist with issues related to firmware and report issues and suggest enhancements.

• A basic understanding of the ITIL framework and its application in a production environment.

• Troubleshoot & resolve the incidents and problem tickets within SLA/SLO.

• Work with senior technical resources on complex issues and major incidents resolution.

• Develop and maintain a working knowledge of existing and new technologies and be able to tie the design and implementation of infrastructure to the managed components.

• Work with technical leaders to understand products and project requirements.

• Take ownership and accountability expectations in managing cases and customer situations.

• Serve as first point of escalation on all incidents.

Required Technical Skills/Qualifications

• You should have experience in Networking industry experience and knowledge of products and protocols.

• Experience in administration and troubleshooting of mixed environment (physical and virtual servers).

• Technical knowledge and experience in overlay technologies VXLAN, BGP EVPN, ACI, etc.

• Basic knowledge and understandings on L2 / L3 networking protocols and technologies (VPC, STP, HSRP, OSPF, EIGRP, BGP)

• Basic understanding of ITIL framework (Event, Incident, Change, Service Request & Problem Management)

• Good analytical and troubleshooting skills with an initiative to drive problems to resolution.

Required Professional Qualifications

• 1-3 years of experience Routing and Switching technology at a Network Operations Centre or Technical Assistance Centre.

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• Ability to work with internal and external executive level customers with confidence while providing an exceptional experience.

Preferred Technical Skills/ Qualifications

• CCNP Routing & Switching certification is a plus.

• Certification on any Virtualization platform is a plus.

• Experience with scripting and automation (Python, Ansible, etc.)

• Prior working experience in Managed Services environment

• A strong understanding of the ITIL framework and its application in a production environment is preferrable.