Network Support Engineer

2 miesięcy temu

Kraków, Polska Cisco Pełny etat

What You Will Do

As a Network Support Engineer, you will be tasked with delivering exceptional technical support to our clients and partners. Primary responsibilities will involve troubleshooting and resolving issues across the Meraki product line, including wireless access points, security appliances, and switches, as well as other related technologies. You will also play a key role in collaborating with cross-functional teams, like Engineering, Product Management, and Sales

Responsibilities

Own each customer case from initial creation to resolution, ensuring a seamless support experience and timely resolution of issues. Effectively collaborate with partners and customers regarding technical issues and customer service inquiries, primarily over the phone and in writing. Diagnose and resolve a wide range of complex network-related issues, including wireless, security, switching, IoT, and other Meraki product-related issues. Work closely with Escalations, Engineering, Sales, PM, and other Cisco teams to resolve critical issues efficiently. Understand and use Linux console commands to identify and resolve issues with Meraki devices and Meraki Dashboard services. Read and analyze packet captures using Wireshark. Keep up with the latest Meraki features and technology advancements by completing instructor-led and self-paced training modules, ensuring up-to-date expertise in product offerings. Leverage acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles. Proactively use available resources and follow leadership guidance to develop professionally within your role whilst aligning with business objectives.

Who You Are

As a creative problem solver, you care deeply about what matters to our customers, partners, and colleagues. Using your advanced communication skills, you build meaningful customer relationships while responding quickly and efficiently to customers’ inquiries. You embrace changes that arise from data insights and proactively use feedback from leaders and peers to continuously enhance your technical skills and grow with our team.

Minimum Qualifications

Fundamental understanding of network technologies (including firewalls, content filtering, routing/switching, VLANs and wireless) and hands-on experience with configuring and troubleshooting these technologies in real-world environments. Thorough comprehension of fundamental networking protocols, including TCP, STP, ARP, Ethernet, UDP, RADIUS , OSPF, etc. 1-3 years of experience in supporting or testing LANs, VLANs, WLANs, VPNs, NAT devices, and/or DHCP servers. 1-3 years of experience in computer networking related problem solving, critical thinking, and troubleshooting. Demonstrated ability in troubleshooting WiFi networks.

Preferred Qualifications

Proficiency in both written and verbal English communication, with the ability to convey complex technical concepts clearly and concisely. Capable of effectively communicating with internal and external partners, fostering strong working relationships and collaboration. Outstanding customer service skills, with a focus on understanding and addressing customer needs promptly and effectively. Excellent time management skills, demonstrating the ability to prioritize multiple tasks in time-sensitive situations, follow through on commitments, and maintain attention to detail. Collaborates within cross-functional teams, fostering a supportive and inclusive environment. Able to provide constructive feedback to peers when needed. CCNA certification.

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