Infrastructure Support Engineer - Tier 2

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While reading our job description, please remember - we understand from experience that not ticking every box on the skills sections stops many from applying. You should apply if you feel you are the right person for the job and have the aptitude to learn and deliver results.

Who You'll Work With

Collaboration Technology Group (CTG) is the technology tower that owns, develops, and supports the Webex suite of products - UCMC, Webex Calling DI, Webex MT and Contact Center. This role involves the upkeep and lifecycle management of the underlying Network, Compute and Storage infrastructure that supports Webex solution.

This platform provides the ability to customers to host their calling infrastructure on the cloud in a dedicated, multi-tenant or hybrid mode. This is a modular offering of Webex to suit the customer calling needs and designed to work with existing calling infrastructure.

Who You Are

This is an extraordinary opportunity for someone with perseverance and an insightful view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in technology.

The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge.

This role focuses on device management, remediation, event analysis, and providing world-class customer service. Job responsibilities include troubleshooting, diagnosing, and resolving problems in sophisticated customer networks, working in a global 24x7 organization. An ideal candidate will have prior NOC/SOC experience, working against timelines in a fast-paced environment. A strong working understanding of network, compute, storage and virtualization platforms and technologies is vital for a successful candidate. Superb communication skills over video, web conference, and chat are required to succeed in the global Team.

What You'll Do

• Ensure 24/7 availability of the production environment and daily operations.

• Assist in the the root cause analysis process and help with remediation of major issues.

• Ability to assist in a support capacity with problem and incident resolution and assume incident and problem ownership and accountability.

• Recreate Customer Issues for Technical Troubleshooting in the Operate Lab

• Assist with issues related to firmware and report issues and suggest enhancements.

• A basic understanding of the ITIL framework and its application in a production environment.

• Troubleshoot & resolve the incidents and problem tickets within SLA/SLO.

• Work with senior technical resources on complex issues and major incidents resolution.

• Develop and maintain a working knowledge of existing and new technologies and be able to tie the design and implementation of infrastructure to the managed components.

• Work with technical leaders to understand products and project requirements.

• Take ownership and accountability expectations in managing cases and customer situations.

• Serve as first point of escalation on all incidents.

Required Technical Skills/Qualifications

• Good knowledge on VMware, Cisco UCS and Storage solutions.

• Good knowledge about Nexus devices and Hyperflex solutions.

• Technical knowledge of the following areas: Data Centre Networking and Data Centre Products.

• You should have experience in Networking industry experience and knowledge of products and protocols.

• Experience in administration and troubleshooting of mixed environment (physical and virtual servers).

• Technical knowledge and experience in overlay technologies VXLAN, BGP EVPN, ACI, etc.

• Technical knowledge about Cisco ACI, SDN, NFV products and Cisco Cloud product portfolios, but not limited to Cisco InterSight, Cloud Centre, Cisco UCS Director, and Cisco Programmable Network Portfolio using DCNM.

• Good knowledge and experience with virtualization and container environments (VMware vSphere suite) and have technical exposure in integrating ACI with virtualization platforms through VMM integration.

• Basic knowledge and understandings on L2 / L3 networking protocols and technologies (VPC, STP, HSRP, OSPF, EIGRP, BGP)

• Basic understanding of ITIL framework (Event, Incident, Change, Service Request & Problem Management)

• Good analytical and troubleshooting skills with an initiative to drive problems to resolution.

Required Professional Qualifications

• Typically requires bachelor's degree in a technical field or equivalent plus 3-5 years related Data Centre and Network related experience.

• 1-3 years of experience in Data Centre technology at a Network Operations Centre or Technical Assistance Centre.

• Strong technical experience in Data Centre, Cloud & Virtualization technologies.

• Ability to work with internal and external executive level customers with confidence while providing an exceptional experience.

Preferred Technical Skills/ Qualifications

• CCNP DataCenter / CCNP Routing & Switching certification is a plus.

• Certification on any Virtualization platform is a plus.

• Experience with scripting and automation (Python, Ansible, etc.)

• Prior working experience in Managed Services environment

• A strong understanding of the ITIL framework and its application in a production environment is preferrable.

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

We Are Cisco.

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.