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The High Touch Engineer (HTE) role is an optional part of the Expert Care service. The role enhances our break & fix TAC/HTTS capabilities by engaging on high severity cases and escalations. The role is customer facing and is collaboration directly with a named customer/partner on various topics related to incidents, problems and technical knowledge gaps. The HTE has the following duties & responsibilities:

• Provide Network Problem Resolution, Root-Cause Analysis, Software Referral assistance as per contracted agreement with named customer

• Performs analysis and diagnosis of complex networks which involve routing (OSPF, ISIS, BGP), IPv6, DC, QoS, VPN, Voice, Wireless, Security, SDWAN etc.

• Shorten the time to resolution during sophisticated situations by using knowledge of the customer network and their operations

• Monitor service requests follow up & closure – Ensure timely resolution

• Assist the TAC, HTTS and HTOM, on any specific matters which may arise in the delivery of the High Touch Support Services on their customer accounts.

• Collaborates with all levels of CSEs, NCEs, SEs, Cisco Business Unit

• Provides systems/product training to internal partners and customers

• Builds strong team relationships with other Customer Support Engineers. Enjoys sharing knowledge

• Interacts with Cisco customers and builds effective working relationships while solving their issues

• Handles customer expectations and always aims to leave the customers feeling valued and overall positive about Cisco

• Review and analyze trends and work with High Touch Operations Manager (HTOM) in providing quarterly reports detailing corrective action plans, and other actions planned for the next quarter

Who You Are

• A technical guide in a broad area covering multiple technologies. Applies encouraged product behavior across industry practices. Knows how technology is encouraged to work in the industry

• Collaborates with Engineering on product and software issues, driving resolution of software defects

• Excellent written and verbal communication, interpersonal and presentation skills. Ability to function efficiently in ambiguous circumstances. Key involvement in multi-functional teams to resolve vital customer issues. Leads teamwork extending beyond work group

• From 3 to 5 years of proven experience fixing Datacenter, Routing/Switching and Collaboration issues across Cisco platforms running IOS, IO-XR and NX-OS

• Minimum 8 years of overall networking experience, including configuring, analyzing & solving complex networks

Desired Skills

• Solid grasp in TCP/IP internetworking, Routing, Switching, networking protocols and Routing protocols

• Expertise on Data Center & SDWAN technologies

• Expertise on the latest Cisco hardware and operating systems (Catalyst, Nexus, IOS/IOS-XE/IOS-XR, NX-OS and ACI)

• Expertise in network security including Security Risk Management, Security (Encryption), Identity and Access Management

• High Availability protocols and Load Balancing technologies SLB/GSLB, firewalls, SSL

• Virtualization technologies, both networking (VRF, VDC, N1kv) and understanding of compute (Linux, VMware, Openstack)

• Expert level internetworking solving problems in a large-scale network environment.

• Large-scale network infrastructure support skills. In-depth knowledge of network management, network availability and capacity planning.

• Anyone or more of the following scripting skills Python, Perl, XML, JSON

• Basic level knowledge of Linux

• Must have exceptional verbal, written and interpersonal skills

• Must be creative and take initiative

• Good command of English language is a must.

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!

Cisco Covid-19 Vaccination Requirements

The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.