- 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. Who You'll Work With Cisco Canada's government and public sector customers receive personalized services from a dedicated team of engineers as part of the Canadian Secure Technical Support (CSTS) services team. As part of the Cisco Canada Customer Experience organization (CX), the CSTS team provides leading-edge technical support services to meet the needs of Canadian government and public sector organizations. As a part of the CSTS team, you will be actively engaged with customer's engineering and operations teams well as a variety of Cisco stakeholders: service delivery, service sales, customer account teams, and product engineering teams. You will build strong relationships with the customer to develop as a trusted technical resource. The Cisco HTTS Collaboration team works on complex, challenging issues with some of Cisco's top customers. It's a great opportunity to master the latest technology and products, while working with a technically diverse and supportive team. Grow your skills in a dynamic, team oriented environment and join some of the industry's brightest minds in deploying and supporting today's most advanced Internet technologies. Who You Are 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 (), 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.
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