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Cisco Support[Hybrid]- {locals only}

2 months ago

Denver, United States SmartIPlace Full time
Job DescriptionJob 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

1-5 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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