Swss- Support(NCS/Job/ 1552)

Job Title – Designated Support Manager

Experience: 4 years and above

 

Job Description: In this role, you will be responsible for providing technical assistance to customer relationship managers and help them overcome technical barriers that customers might experience as they deploy and use OEM products. You will also be providing trainings to the customers on latest features and advancements on the devices. Typically reports to Mgr., Technical Support.

 

 

Minimum Qualifications

 

The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology.

 

• Working knowledge of Networking industry, products, and protocols.

• Minimum 4 years and above experience in designing, deploying, configuring, supporting, trouble shooting, debugging and administering Cisco Security Products.

 

Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 2 to 5 years related experience.

 

Desired Skills

 

CCIE Security / preferred but not required.

 

Soft Skills:

 

· Strong analytical and troubleshooting skills.

· Ability to handle critical customer issues/problems.

· Able to determine problems and deliver known solutions with a high level of customer satisfaction.

· Ability to determine root cause and resolution for previously unknown problems.

· Works on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors.

· Exercises judgment within defined procedures to determine appropriate action.

· Good verbal communication skills.

· Interacts across TAC teams and development teams at peer level.

· Ability to work effectively with and provide guidance to other members of the work group.

· Promotes and solicits ideas within project team(s).

· Receives minimal supervision.

· Receives no instruction on routine work and general instruction on new assignments.

· Ability to analyze, use and configure small to medium networks.

· Proven crisis management skills.

· Works on problems of diverse scope where analysis requires evaluation of identifiable factors.

· Applies known solutions to solve problems.

· Typically interfaces with account teams, customer success manager

 

Job Responsibilities

· Provides Jumpstart services

· Provides Implementation advising and assistance

· Provide Proactive Product Assistance

· Provides Integration and Change Management assistance

· Provides assistance with Deployment Readiness and Planning

· Provides Migration and Upgrade Assistance

· Provides Solution Audits and Tune-Ups

· Provides Health Check and Progress Reviews

· Provides Best Practice consultation

· Provides Incident Management and Escalation Support

· Provides full-onboarding program for new customer helpdesks and IT teams

· Provides customized configuration support

· Provides trainings and walkthroughs for the features and advancements.

 

Technical Skills Required –

· Cisco ASA Firewalls

· Cisco NGFW

· Cisco IPS/IDS products

· Cisco IPsec & SSL VPN

· Knowledge and experience of advanced Cisco security products like Firepower, AMP, FTD is desired but not mandatory

· Knowledge and experience of Cisco ACS & ISE is desired but not mandatory

· Cisco ACS & ISE