In this role you will:

Diagnose, troubleshoot and resolve incidents related to Cisco products, services and solutions.

Work with customers via collaboration tools: online-chat, email, phone and WebEx to solve complex technical issues.

Take ownership of technical issues, working with cross-functional teams to document problem definition, troubleshooting procedures, and resolution steps.

Engage in cross-technology collaborations to help solve issues in heterogeneous network environments.

Recreate customer technical problems within Ciscos internal state-of-the-art labs.

Contribute to knowledge bases and troubleshooting guides.

Be the first to lay hands on the latest and greatest cutting-edge technologies

Collaborate with the engineering teams to improve product quality by identifying and submitting software defects.

We would like You to have:

Bachelor's degree in Information Technology related field of study (preferably with a network engineering/computer science or telecommunication specialization).

Strong understanding of network infrastructure (mainly enterprise-class routers/switches & firewalls).

Good analytical and problem-solving skills.

Ability to implement and troubleshoot network infrastructure.

At least 2 years working in a customer-facing role.

Knowledge of application, network and transport infrastructure protocols TCP/IP, DNS, web technologies, proxies and voice over IP.

Experience with Cloud/SaaS software products.

Working knowledge of virtualization technology: Containers, VirtualBox, VMware, HyperV, Xen.

Working knowledge in security - authentication, permissions, SSO.

Foundational knowledge of Linux/UNIX command-line tools/environments.

Ability to quickly learn new or unfamiliar technology and products using documentation and internal resources and apply that knowledge in real world situations.

We'll be very impressed if you can also show one of these:

Knowledge of a programming language (Java, Python, XML, RESTAPI) as well as experience in scripting and process automation.

Experience with the administration of Linux based Operations Systems.

Hold a current valid accreditation in any of the following certifications: CCNA/CCNP/CCIE/JNCP and/or Devnet.

Whats in it for you?

You will become industry leading top networking expert with exceptional world-class problem solving and network troubleshooting skills. In TAC each new case brings a new challenge and a new customer with a new network infrastructure to troubleshoot.

You will get targeted training helping you to ramp up your knowledge based on a multiple phased learning plan.

The training process spans across many months and includes experience not available outside the TAC organization. You will also get a personal mentor to guide you and to support you during the initial months to ensure your success.

You will have free/unlimited access to any of Ciscos hardware and software products from across the entire Cisco portfolio. As part of solving issues for customers and reproducing customer environments you will have access to a worldwide network of 24/7 dedicated internal Cisco Labs that span across several locations worldwide where you can find any device, model or even module. If you enjoy configuration and setting up network devices, this is the job for you!

You will work primarily within the Thousand Eyes solution;

However, you will also be continuously encouraged to expand your competencies, skills and knowledge via participation in ongoing trainings and rotations between different TAC teams. You will be involved in new product introductions and internal projects from your primary domain of expertise but also have the possibility to be involved in any of the other available networking domains (Security/Routing/SP/Wireless/DNA/SDWAN). We will also support you in official accreditation. As a member of TAC you will be encouraged and supported to achieve your CCIE/Devnet certifications by offering study materials/labs and dedicated paid study time off to take the CCIE/Devnet certifications and improve software programming skills.

You will be able to acquire communication and customer management skills by being exposed to customers from all over the world, running wide variety of network set-ups.