Insight Global | High Touch Network Engineer | houston, tx
1 week ago
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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