High Touch Engineer NCE L3
High Touch Engineer NCE L3
Posted on :
20-06-2025
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1 Vacancy
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Job Description
Cisco Data Centre Networking
Job Overview:
We are seeking a highly skilled and motivated Technical Support Engineers to join our dynamic team. The successful candidate will be responsible for providing Expert Technical Support to our customers focusing on Ciscos Data Centre Routing and Switching Technology Portfolio. This role encompasses Traditional Networks as well as Cisco ACI-based Fabrics requiring a deep understanding of Cisco technologies spread across Cisco DCN WAN Routing and Switching portfolio along with excellent troubleshooting skills and exceptional customer service. Desired years of experience 7 to 10 years.
Key Responsibilities:
- Customer Support:
- Respond promptly to customer inquiries troubleshoot and resolve issues related to Cisco Data Center Networking and ACI technologies.
- Provide remote support and on-site assistance as required ensuring timely issue resolution.
- Working in co-ordination with customer and customer NI team ensuring to get deep understanding of customer network and traffic flows.
- Technical Expertise:
- Demonstrate a comprehensive understanding of Cisco Data Center Routing and Switching technologies including both Traditional Networks and ACI-based Fabrics.
- Stay updated on the latest developments in Cisco technologies and incorporate them into troubleshooting and support activities.
- Troubleshooting and Problem Resolution:
- Excellent knack to Diagnose and resolve complex network issues involving Cisco hardware software and protocols in the shortest period of time.
- Ability to use advanced Troubleshooting methodologies
- Deep command of software diagnostic capabilities (traces logs show commands performance measurements deep knowledge of Switching and Routing protocols).
- Utilize network programming languages like Python and automation tools such as Ansible for efficient data collection correlation and issue resolution.
- Provide technical troubleshooting and guidance during maintenance windows.
- Ability to work on interoperability scenarios
- Ability to Setup simulation topologies within the client network or in Cisco labs to recreate complex or intermittent issues identifying causes triggers and potential solutions.
- Maintenance Window Support:
- Collaborate with clients and network operators to plan and execute maintenance windows effectively.
- Creative problem solver comfortable with challenging the status quo and rapidly responding to escalated issues.
- Define Maintenance Window Actions Objectives and review or prepare Method of Procedures (MOP) encompassing Steps Timing Plan-B/Recovery Options Validation Steps/Methods and benchmarks.
- Ensure technical governance of the maintenance window to guarantee a successful outcome.
- Lead or contribute to Systems/Service recovery plans for potential failure scenarios.
- Provide problem root-cause analysis at the network infrastructure and application level and produce detailed technical reports that include root causes next steps and recommendations for corrective and preventive actions.
- Work with TAC team to recreate the issue and drive towards root-cause analysis
- Shorten the time to resolution during complex situations by using knowledge of the customer network and their operations.
- Provide technical oversight during maintenance window ensuring adherence to established procedures and minimizing service interruptions.
- Continuous Improvement:
- Proactively identify areas for improvement in network performance reliability and efficiency.
- Collaborate with internal teams to implement enhancements updates and optimizations based on identified improvement opportunities.
- Contribute to the development of new tools processes and best practices to streamline support and maintenance activities.
- Configuration Best Practices Audit:
- Perform regular audits of network configurations against Ciscos Design and Configuration recommendations.
- Ensure adherence to best practices and recommend adjustments to optimize network performance and security.
- Collaborate with network operators to implement recommended configuration enhancements.
- Automation Skills:
- Apply automation skills to streamline repetitive tasks and enhance overall operational efficiency.
- Develop and maintain scripts and automation playbooks using languages like Python to automate network processes and tasks.
- Tool Proficiency:
- Proficiency in network topology tools such as MS Visio or equivalent for creating and documenting network designs.
- Familiarity with common customer tools including but not limited to NMS Ticketing Knowledge and Document Management SyslogsData Correlation etc.
- Understanding and ability to use troubleshooting tools such as Wireshark and equivalent tools.
- Soft Skills:
- Self-Leaner and a love for troubleshooting and getting under the hood.
- Team player who leads by helping others and being available when the client/team needs them
- Exhibit excellent verbal and written communication skills.
- Demonstrate the ability to stay calm and focused during outages and client escalations.
- Think on the feet to make quick and effective decisions under pressure.
- Engage Cisco partner and/or customer stakeholders to restore services at the earliest using any method agreeable to the client.
- Build lasting trust and interpersonal relationships with all key stakeholders.
- Demonstrate the ability to address senior management at the client partner or Cisco.
- Documentation:
- Create and maintain detailed documentation including knowledge base articles troubleshooting guides best practices and comprehensive records of maintenance window activities.
- Document automated solutions using scripts and playbooks for future reference.
- Customer Training:
- Conduct training sessions for customers to enhance their understanding of Cisco Data Center Networking technologies with a focus on automation scripting configuration best practices software life cycle management tool usage and troubleshooting techniques.
- Cross-Functional Collaboration:
- Work closely with internal teams including Engineering Sales and Product Management to communicate customer needs and contribute to product improvement.
- Collaborate with Cisco TAC (Technical Assistance Center) for advanced issue resolution and contribute to the development of automated support tools.
Educational Qualifications:
- Bachelor s degree in Electronics and Communication Computer science Information Technology or related field:
- A solid foundation in Electronics and Communication computer science or a related field provides the fundamental knowledge required for understanding networking principles and technologies.
- Cisco Certifications:
- CCNP (Cisco Certified Network Professional):
- Demonstrates advanced knowledge and skills in Cisco networking.
- Validates the ability to plan implement verify and troubleshoot complex network solutions.
- CCIE (Cisco Certified Internetwork Expert) Preferred
- A highly regarded expert-level certification that demonstrates a deep understanding of Cisco networking technologies.
- Validates expert-level knowledge and skills in designing implementing managing and troubleshooting complex network infrastructures.
ms visio,cisco routing and switching,maintenance,troubleshooting,customer,ansible,aci-based fabrics,network programming,network configuration audits,automation,aci,cisco data center networking,python,data center,wireshark,cisco,networking
Employment Type
Full Time
Key Skills
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