Insight Global | High Touch Network Engineer | houston, tx

1 week ago


houston, United States Insight Global Full time

Must Haves:

  • Bachelor’s degree
  • Preference for Cisco Certification: CCNP
  • 4+ yrs. direct customer support experience in Security, Data Center, LAN Switching and Routing technologies
  • Strong analytical and troubleshooting skills
  • Proven crisis leadership skills
  • Strong written and verbal communication skills
  • Experience being external customer facing


Core Deliverables are:

Network Problem Resolution:

  • Escalation support and solve for critical network outages (severity 1 & 2 issues) and sophisticated network issues
  • Relaying detailed knowledge of customer network, critical sites, and operational procedures to Cisco support team
  • A recommendation report that includes root cause, next steps, and recommendations for corrective actions in a response to a network incident
  • Assist with identifying areas where training is needed
  • Lead technical documentation initiatives
  • Build/Maintain customer technical teams and management relationships
  • Root Cause Analysis (RCA) Documentation

Quarterly Business Review:

  • A report on work and activities provided during the immediate past timeframe, corrective action plans, & other actions planned for the next quarter
  • Informal knowledge transfer sessions to augment troubleshooting skills by providing product training & standard processes review


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