Network Support Specialist

2 tygodni temu

Kraków, Lesser Poland Cisco Pełny etat

Job Summary

We are seeking a skilled Network Support Engineer to join our team at Cisco. As a Network Support Engineer, you will be responsible for delivering exceptional technical support to our clients and partners.

Key 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.

Requirements

  • 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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