Network Engineer Tier 2

The Network Engineer is responsible for providing post-sale technical support worldwide for customers of medium to large-scale networks. The Technical Support Engineers have in-depth knowledge of Cisco hardware issue resolution.

The main responsibility is supporting customers who experience hardware failure on their equipment by remotely resolving issues or providing the faulty part replacement via the RMA (Return Material Authorization) process.

Technical Support Engineer Tier 2 Responsibilities

• coverage for new tasks Mon-Sun 8 AM – 4 PM CE(S)T
• ownership of customer issues reported and seeing problems through to resolution
• and isolate if the issues are hardware-related and provide solutions to customers via hardware replacement or by other means
• escalate unresolved issues to appropriate internal teams (open collaboration requests with TAC teams)
• actions taken, document resolution, and close a Service Request upon completion
• customers with any queries (e.g., part returns)
• with other teams across Cisco (including but not limited to Logistics, TAC, HTOMs, etc.)

Core Skills

• customer service and phone skills
• in English (both written & verbal)
• in computer science, networking administration, information technology, or a similar field
• 1 – 2 years experience conducting remote technical support with business customers
• certifications (CCNA, etc.) a plus but not required
• to provide hardware support on all Cisco product families (UCS, Routing & Switching, Security, Wireless, Telepresence, etc.)
• with Cisco hardware (including but not limited to Routers, Switches, Telepresence, UCS, etc.)
• to diagnose and troubleshoot basic technical issues