Cisco SupportHybrid- locals only
Cisco SupportHybrid- locals only
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Job Description
Title: Tier 2 Cisco Support
Work Authorization USC / GC only
Location: hybrid in Denver CO
Duration: 6 M onth contract
Job Posting
Position Available for a Tier 2 Engineer
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
15 Years experience
- CCNA
Must have service provider experience
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.
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Employment Type
Full Time
