For our client – worldwide leader in innovative IT and networking technologies – we are currently looking for a High Touch Engineer.
Job Description
As part of the Customer Experience organization , you will be part of a dynamic, fast paced and supportive team that will build you up as you manage the technical support for some of key enterprise customers . You will be given the opportunity to work alongside many of various technical service teams and will receive unique insight into the IT services industry all the way from pre-sales to day 2 support as an engineer focused on some of our key customers.
The function of a High Touch Engineer (H.T.E.) helps customers maximize network availability and functionality to achieve their business goals. The HTE delivers the technologies, solutions and services to customers in need to expertly manage their networks. In this role, you will be the face to the customer, working in a fast-paced, high-impact environment as a visible contributor delivering on our commitments.
We are looking to recruit a candidate keen to develop further their career in networking, who are not afraid of change, and eager to grasp complex challenges. The successful candidate will be trained in-house and will work side by side with seasoned engineers.
This is an opportunity for someone who possesses patience, empathy for customers, and the wish to hone skills whilst providing customer value.
Key Objectives of the Role and the Team
• Develop and maintain strong relationship with customer and other Cisco teams.
• Build relationship with customer to understand in a better way their networks to provide quicker and more effective results to their requests.
• Establish Technical Relationship to support customer network operations.
• Possess detailed knowledge of customer network, critical sites, operating procedures as agreed upon with customer
• Customer-specific designated support at network level to resolve and debug complex networking problems
• Escalation support for critical network outages and complex network issues.
• Proactively monitor and review the progress of all customer cases and engage as necessary.
• Root Cause Analysis (RCA) on escalated or reoccurring issues (problems) as necessary.
• Attend weekly/bi-weekly case review calls to drive resolution on reactive break/fix issues.
• Technical input/contribution to QBR and other customer direct engagements.
• 1 day a week on-site requirement
Attributes of a Successful Candidate
We are looking for new talent with the following qualities and skills:
• A creative, positive and proactive can-do attitude and a willingness to learn new technologies, processes and procedures.
• No personal technology religion, but a desire to become the expert of the customer’s technologies.
• Ability to work in a fast-paced, high-pressured, cross functional, cross country, territory and theatre environment.
• Ability to work as a team player and to work with minimal supervision.
• Demonstrate high-level of maturity and confidentiality.
• Attention to detail and stellar interpersonal skills
• Possess strong presentation and communications skills
• Have strong time management skills
Skills & Requirements
• BA/BS qualified (favourable – IT, Comp Science, Electrical Engineering).
• Cisco certifications are preferred (CCIE etc).
• You are an Australian Permanent Resident or Australian or New Zealand Citizen.
• You’ve been working for 5-7 since graduating with your latest degree..
We are looking for person with technical knowledge in following Cisco platforms and technologies
• Routing and Switching (IOS-XR / IOS-XE / NX-OS).
• Familiar with Cisco Platforms like ASR9K (ASR9000),NCS540/5500, ASR1K (ASR1000), Nexus 5K and Nexus 7K
• Scripting – for troubleshooting – i.e., EEM / TCL / Python / Ansible
• BGP , OSPF , ISIS, MPLS, BNG, Segment Routing & EVPN
• Cisco Enterprise Technologies ( Data Centre, Wireless , SD-WAN etc )
Advance your career with meaningful projects and opportunities to collaborate internationally. Apply now!
Location: Sydney , Australia | Hybrid
