Engineer.iii.customer Support.customer Advocacy Information

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Cisco Systems (India) Private Limited

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Engineer.iii.customer Support.customer Advocacy

The person will be responsible for providing technical support for Cisco products and networking technologies to Cisco's customers and partners world-wide. The breadth and diversity of technology exposure is second to none. The TAC is probably the best "networking school" in the world. The TAC is the first to be confronted by challenges and issues with new equipment and tools in the field. As such all roles have a technology learning curve that never ends. All TAC members have strong fundamental "core" networking skills with specialist technology skills in areas like core networking (routing switching) or advanced technologies like Voice Security There are opportunities to make lateral moves across the various teams over time. Likewise, after time many TAC members have followed career paths into a variety of Cisco disciplines. Relationships: Reports to a TAC team manager. Builds strong team relationships with other Customer Support Engineers. Enjoys sharing knowledge. Effectively troubleshoots problems both alone and as part of a team, depending on the nature of the incident. Connects directly with Cisco customers and builds effective working relationships while solving their issues. Manages customer expectations and always aims to leave the customers feeling valued and overall positive about Cisco. Deliverables: The engineer will provide technical support to partners and/or customers for Cisco technologies, products, and/or solutions. The engineer will typically be responsible for resolving moderately to highly complex technical problems, depending on the customers' need. The engineer will simulate technical problems in lab environment. The engineer will share his/her knowledge with other people in writing technical documents and enlarge the knowledge database. The engineer will provide internal and/or external technical presentations (cross-training). The engineer will escalate some specific problems to the responsible Business Units for product enhancement. The engineer will work closely with his colleagues to achieve common goals.