Engenheiro de Suporte - Datacenter - 2015

Looking for a dynamic individual with great interpersonal skills

who is able to work in customer-focused environment where

technical and administrative (case management, customer

correspondence, process documentation, etc.) skills are

applied.

Cisco views its customer relationships as vital to the

organization and demands a high level of professionalism from its

support operations personnel. Responsibilities include

troubleshooting technical issues with customers who work in a

24×7 service environment, interfacing with other departments and

vendors to resolve issues and provide root-cause analysis,

providing technical guidance and recommendations.

The candidate requires the ability to use analytical and

methodical troubleshooting techniques in a Data Center production

environment, recognizing potential system problems, researching

solutions from multiple sources, applying those solutions to

successfully resolve customer s issues, and documenting the work

for future reference. Occasional travel (

Specific Responsibilities:

� Provide remote network support for product configuration and

operational issues.

� Troubleshoot and resolve customer problems across a broad

range of technologies.

� Build and simulated problems in test labs to resolve highly

complex problems.

� Document, propose, and present architecture recommendations

in complex environments

� Focusing on quality and customer success, keeping the

continuous improvement to stretch goals.

� Provides substantial input to internal engineering and

product organizations on future product development.

� Utilize Cisco s trouble ticket application and databases to

manage and document customer issues.

� Manage and respond to incoming email and support ticket

requests in a timely manner.

� Receive inbound technical and non-technical support

inquiries.


� Utilize other customized tools and processes to help identify

the root cause of technical problems.

� Effectively articulate necessary technical and non-technical

information to customers in a simple and concise manner over

the telephone or via e-mail.

� Communicate and work effectively with staff in all levels of

Cisco Services Business Units.

� Meet or exceed individual performance goals (metrics) focused

on providing superior customer support.


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