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Cisco Network Support Engineer

Company: TBL Networks
Location: Richmond
Posted on: January 16, 2022

Job Description:

TBL NetworksCisco Support Engineer -Why You: -TBL Networks is looking for a Support Engineer with expertise in Cisco Networking Technologies who has strong practical knowledge of troubleshooting Cisco route/switch technologies and protocols. -
Who You Are: -You are a self-starter who requires little oversight to achieve your goals and meet your objectives. You work well with others and are truly a team player. Technical knowledge and customer satisfaction is in your DNA. You have excellent verbal and written communication skills. You can see the big picture even when analyzing multiple complex factors under pressure. You are a technical expert and understand the fundamentals of troubleshooting.
What You'll Do: -As a member of the TBL Service Delivery Team, the Support Engineer is responsible for the customer experience as it relates to interacting with the TBL support desk. -As a member of the TBL team, the opportunity to impact the health and performance of client's networks and systems across the globe are limitless. -As a Support Engineer on our world-class team, you will gain hands-on experience in exciting, dynamic, technical projects at the forefront of the industry. You will be a strategic partner to our customers, saving their business from the impact of network incidents, along with solving and preventing 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 TBL team is group of highly skilled, dynamic, diverse, and passionate engineers who go above and beyond in assisting not just the customer but also their teammates and peers. We are passionate about provide our customers an exceptional experience, it's in our DNA. We have a great mix of engineers with varying levels of experience in Cisco technologies and solutions, and each and every one of them bring great value to the team and organization as a whole. -How You'll Do It: -

  • Provide network engineering support of corporate and customer routers, switches, network security devices, VPN, and other networking technologies
  • Maintain a deep understanding of networking protocols (LAN/WAN, DMVPN, IPSEC, BGP, MPLS, VRF, QoS, OSPF, 802.11, QoS, ACL's, DHCP, TCP/IP, DNS)
  • Act as a focal point for incident resolution
  • Respond to customer trouble reports and requests via telephone and trouble ticketing systems, using experience and judgment to escalate problems as needed.
  • Manage incidents/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction
  • Act as both an internal and external-facing escalation point involving technical issues and network status.
  • Work on complex problems where analysis of situations requires in-depth evaluation of factors
  • Effectively communicate issues to engineers within the support team, and resolutions/work-around to the customer
  • Perform ad-hoc analyses and tasks as assigned
  • Provide guidance and leadership to less experienced engineers
  • Take ownership of complex incidents
  • Engage TAC / BU as required to resolve complex technical issues
  • Perform ad hoc analyses and tasks as assigned
  • Assist as needed with Change and Problem which could involve the planning, approving and implementation of changes
  • Participate in Problem Management efforts which may include analyzing data for root cause analysis and proactively identifying improvements to improve stability for incident reduction
  • Participate in daytime and night/weekend on-call rotation as required
  • Assist with design recommendations for the customer and engineering team as needed
  • Assist with deploying software in customer environments as needed -What You'll Need:
    • Bachelors, Associates or equivalent formal education in Engineering/Computer Science/IT
    • 5+ years of experience in network support
    • Prior experience in support of remote customer networks
    • CCNA or CCNP certification or equivalent experience required
      Technical Skills
      • Strong, practical knowledge of troubleshooting -Cisco Route/Switch
      • Strong, practical knowledge of troubleshooting -Cisco Unified Communications
      • Strong, practical knowledge of troubleshooting -Cisco SSL-VPN technologies
      • Strong, practical knowledge of Cisco platforms including the following: Nexus, Catalyst, ASR and ISR series routers
      • Cisco Security knowledge is a plus -Interpersonal Skills
        • Exceptional customer service skills
        • Proven crisis management skills
        • Strong analytical, problem solving and organizational skills
        • Strong written and verbal communication skills -Certifications
          • CCNA or CCNP Certified
          • ITIL certification(s) a plus+
            • Willingness to participate in an on-call rotation
            • Ability to work nights and weekends as needed
            • Desire to join a dynamic, breakthrough technical team
              What We Provide:
              • Ability to work with and learn from our expert team members, including 4 CCIE's.
              • Opportunity to earn industry-leading certifications with full company support
              • Work that provides real, meaningful impact to both our business and the customers we serve
              • Excellence in product, process and solution that you can take pride in
              • A winning, fun corporate culture that will make you love your job

Keywords: TBL Networks, Richmond , Cisco Network Support Engineer, Engineering , Richmond, Virginia

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