High Touch Engineer

Connvertex Technologies Inc.

Job Location:

Durham County, NC - USA

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

Job Description

Network Problem Resolution --Escalation support and troubleshooting for critical security network outages (severity 1 & 2 issues) and complex network issues relaying detailed knowledge of customer network critical sites and operational procedures to Cisco support team
Effectively communicate with customer and internal stakeholders
Diagnose and troubleshoot security wireless switching and other various network-related issues reported by customers
Own each customer case from initial creation to resolution
Collaborate with other support team members to fix network outages misconfigurations and complex networking issues on customers devices
Work with engineering and management to diagnose and resolve
Use acquired knowledge to suggest edit and write in-depth Knowledge Base articles
Root Cause Analysis at the Network Level -- A recommendation report that includes root cause next steps and recommendations for corrective actions in a response to a network incident
Training -- Assist with identifying areas where training is needed
Quarterly Business Review -- A report on deliverables and activities provided during the immediate past timeframe corrective action plans & other actions planned for the next quarter
Informal knowledge transfer sessions to augment troubleshooting skills by providing Cisco product training & best practices review

Minimum Requirements:

Bachelors degree in engineering (Telecommunications Engineering Computer Science Electrical Engineering) or a combination of hands-on skills and experience
Direct Customer Support experience in Security and UCS (vBlock even better)
Solid foundation with Data Center (Nexus Platforms) and/or LAN Switching/Routing Technologies
Strong analytical and troubleshooting skills
Proven crisis management skills
Proven crisis management skills / Strong written and verbal communication skills

What we offer:

Medical Dental Vision 401k
Weekly pay with direct deposit
Consultant Care support
Free Training to upgrade your skills
Dedicated Career Partner to help you achieve your career goals

Job Description Network Problem Resolution --Escalation support and troubleshooting for critical security network outages (severity 1 & 2 issues) and complex network issues relaying detailed knowledge of customer network critical sites and operational procedures to Cisco support team Effectively co...

Job Description

Network Problem Resolution --Escalation support and troubleshooting for critical security network outages (severity 1 & 2 issues) and complex network issues relaying detailed knowledge of customer network critical sites and operational procedures to Cisco support team
Effectively communicate with customer and internal stakeholders
Diagnose and troubleshoot security wireless switching and other various network-related issues reported by customers
Own each customer case from initial creation to resolution
Collaborate with other support team members to fix network outages misconfigurations and complex networking issues on customers devices
Work with engineering and management to diagnose and resolve
Use acquired knowledge to suggest edit and write in-depth Knowledge Base articles
Root Cause Analysis at the Network Level -- A recommendation report that includes root cause next steps and recommendations for corrective actions in a response to a network incident
Training -- Assist with identifying areas where training is needed
Quarterly Business Review -- A report on deliverables and activities provided during the immediate past timeframe corrective action plans & other actions planned for the next quarter
Informal knowledge transfer sessions to augment troubleshooting skills by providing Cisco product training & best practices review

Minimum Requirements:

Bachelors degree in engineering (Telecommunications Engineering Computer Science Electrical Engineering) or a combination of hands-on skills and experience
Direct Customer Support experience in Security and UCS (vBlock even better)
Solid foundation with Data Center (Nexus Platforms) and/or LAN Switching/Routing Technologies
Strong analytical and troubleshooting skills
Proven crisis management skills
Proven crisis management skills / Strong written and verbal communication skills

What we offer: