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Cisco Wireless Support Engineer in RTP, North Carolina

What You'll Do

Cisco Managed Services (CMS) at Cisco is a team of elite specialists whose #1 focus is to help customers operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding customer satisfaction metrics, industry recognition, and employee satisfaction scores. Your opportunity to impact the health and performance of networks and systems that surround us all are limitless.

The CMS group seeks a Wireless Support Engineer with expertise in Cisco Wireless Technologies. As a leader in our premier team you will gain experience and the ability to earn industry-leading certifications. You will be a strategic partner to our customers, saving their business from the impact of network incidents, solving and preventing the recurrence of technical issues. You will solve our customers' toughest problems, ensuring that our customers get expected business outcomes, providing a superior customer experience.

Who You'll Work With

The team is group of highly skilled, dynamic, diverse, and hardworking engineers who go above and beyond in assisting not just the customer but also their teammates and peers. "Work hard, play harder" is the motto of the team.

The team is a good mix of engineers with varying years of experience (from 3 years all the way to 12 years) in Cisco technologies and solutions, and each-and-every-one of them bring great value to the table.

Our team has global presence located in US, EMEA and India centers

Who you are

  • Act as a technical presence for high impact, large account problem resolution

  • Works on complex problems where analysis of situations requires in-depth evaluation of factors

  • Participate in daytime and night/weekend on-call rotation

  • Troubleshoot complex enterprise networks to quickly resolve downtime and outages

  • Create Methods Of Procedure (MOP) and action plans for post-sales projects

  • Develop expertise in specific areas (i.e. technology, product). Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...)

  • Manage issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction

  • Effectively communicate issues to engineers within the support team, and resolutions/work-around to the customer

  • Receive minimal supervision, no instruction on routine work, and general instruction on new assignments

  • Perform ad hoc analyses and tasks as assigned

  • Provide guidance and leadership to less experienced engineers

  • May require some travel to customer locations in this role

Qualifications:

  • Minimum of 6-10+ years experience in network support with focus in Wireless technology

  • Strong practical knowledge of TCP/IP, packet captures, and analysis of such

  • Strong practical knowledge of troubleshooting wireless LAN controller issues, AP issues, Cisco Prime Infrastructure

  • Knowledge and experience with conducting and analyzing wireless site surveys, including AirMagnet surveys or similar

  • Working knowledge of routing and switching protocols (examples: BGP, EIGRP, OSPF, and STP)

  • Working knowledge of protocols including Multicast, HSRP, IPSEC, and Frame-Relay

  • Strong practical knowledge of Cisco platforms including 6500, Cisco 5500 & 8500 series WLC’s

  • Proven crisis management skills

  • Strong analytical, problem solving and organizational skills

  • Strong written and verbal communication skills

  • BS in Engineering/Computer Science/IT and/or equivalent experience

  • Prior experience in support of remote customer networks required

  • ITIL certifications a plus

  • CCIE highly desired but not required (CCNP required)

  • CWNA, CWSP, CWAP, CWDP, CWNE desired but not required

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns. We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

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