High Touch Engineer Job Description Template
Our company is looking for a High Touch Engineer to join our team.
Responsibilities:
- Provide Network Problem Resolution, Root-Cause Analysis, Software Referral assistance as per contracted agreement with named customer;
- Solve issues related to Routing (OSPF, BGP, EIGRP), Multicast, QoS, etc;
- Earns the confidence of customers and is able to use the confidence to achieve results;
- Collaborates with all levels of CSEs, NCEs, SEs, Cisco Business Unit;
- Provides support on a world-wide basis;
- Works on problems of diverse scope requires evaluation of identifiable factors;
- Collaborates with Engineering on complex product and software issues, driving resolution of software defects;
- Provides mentorship, mentoring & leadership to new hires and less experienced engineers;
- Connects with customers and partners across functions and boundaries to achieve significant results;
- Provides systems/product training to internal partners and customers.
Requirements:
- CCIE strongly preferred;
- At least 5 years of experience solving Routing/Switching issues across Cisco platforms running IOS, IO-XR and NX;
- Very strong Problem Solving skills;
- Ability to drive recreates remotely;
- Strong Layer 3 and 2 knowledge as this position will primarily focus on supporting Cisco’s Routing & Switching platforms;
- Demonstrated excellence in customer interaction, written and verbal communication, and assertive leadership;
- Strong documentation skills to be utilized for case management, knowledge capture, defect management and Trainings;
- Validated crisis management skills, and the ability to excel under pressure;
- Typically requires BS in CS or EE or equivalent;
- Minimum 8 years of overall networking experience, including configuring, analyzing & fixing complex networks.