Customer Support Engineer Job Description Pls. note
- Job role involves nightshifts on rotational basis
- CCNA mandatory
Customer Support Engineer position has the following responsibilities:
-- Provides second/third level technical support for router architecture (both hardware and software) to Cisco customers, partners, account teams, and other TAC engineers via phone/email/fax consultation to independently troubleshoot & debug product problems.
--Applies analytical skills and technical knowledge to solve product and network problems of moderate to high complexity.
--Provides technology/product training and intellectual property material as required.
--Effectively utilizes moderate to complex lab setups to recreate and solve problems.
--Submits complete and correct Defect reports in area of expertise.
--Acts as a technical expert and provides support on a world-wide basis.
--Interacts across TAC teams and development teams at peer level.
-- Receives minimal supervision and receives no instruction on routine work and general instruction on new assignments.
--Typically reports to Mgr, Technical Support.
--Typically interfaces internally with CSEs, SEs, NCEs, and internal engineering departments.
The successful candidate has the following experience, skills and capabilities:
--Working knowledge of Networking industry, products and protocols.
--Strong analytical and troubleshooting skills.
-- Proven crisis management skills and 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.
--Successful at exercising judgment within defined procedures to determine appropriate action.
--Good verbal and written communication skills.
--Ability to work effectively with and provide guidance to other members of the work group.
--Promotes and solicits ideas within TAC team(s).
--CCIE desirable .
Education Qualifications :BE or BTech degree in Computer Science or EEE preferred
Desired Profile Customer Support Engineer position has the following responsibilities:
-- Provides second/third level technical support for router architecture (both hardware and software) to Cisco customers, partners, account teams, and other TAC engineers via phone/email/fax consultation to independently troubleshoot & debug product problems.
--Applies analytical skills and technical knowledge to solve product and network problems of moderate to high complexity.
--Provides technology/product training and intellectual property material as required.
--Effectively utilizes moderate to complex lab setups to recreate and solve problems.
--Submits complete and correct Defect reports in area of expertise.
--Acts as a technical expert and provides support on a world-wide basis.
--Interacts across TAC teams and development teams at peer level.
-- Receives minimal supervision and receives no instruction on routine work and general instruction on new assignments.
--Typically reports to Mgr, Technical Support.
--Typically interfaces internally with CSEs, SEs, NCEs, and internal engineering departments.
The successful candidate has the following experience, skills and capabilities:
--Working knowledge of Networking industry, products and protocols.
--Strong analytical and troubleshooting skills.
-- Proven crisis management skills and 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.
--Successful at exercising judgment within defined procedures to determine appropriate action.
--Good verbal and written communication skills.
--Ability to work effectively with and provide guidance to other members of the work group.
--Promotes and solicits ideas within TAC team(s).
--CCIE desirable .
Education Qualifications :BE or BTech degree in Computer Science or EEE preferred
Experience 3 - 8 Years
Industry Type IT-Hardware & Networking
Functional Area E-Commerce, Internet Technologies
Location Bengaluru/Bangalore
Keywords Router, Switch,Security Voice, troubleshooting, CCNA
If you meet the above mentioned criteria, apply online
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