High Touch Engineer

**What You’ll Do**

Provide Network-level problem resolution, including troubleshooting on the entire Cisco network for complex and critical issues.

Provide Software Referrals to address critical problems identified across customer’s install base.

Review and analyse trends and work with the High Touch Operations Manager (HTOM) in providing quarterly reports detailing corrective action plans, and other actions planned for the next quarter.

Shorten the time to resolution during complex and critical situations by using knowledge of the customer network and their operations.

Assist the UKI Teams, Technical Assistance Centre (TAC) and HTOM, on any specific matters which may arise in the delivery of the High Touch Support Services on their customer accounts.

**Who You’ll Work With**

A team who is focused on helping to drive new opportunities for Cisco and it's transforming our clients' businesses worldwide. Today, we are building high performing teams that are tightly engaged with our clients, understand their business imperatives and can orchestrate the execution of our services to meet our client’s business needs. As a team, we will collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work

**Who You Are**
- Proven leadership skills with the ability to engage and coordinate with other technical resources seamlessly during the trouble shooting process.
- Resolution ownership, regardless of technology involved.
- Strong commercial awareness, fully appreciate the impact that network outages can have on a customers’ core business.
- Ability to adjust communication style when working with executives and engineers.
- Deep technical presentation skills.
- Leverages and contributes to Virtual Teams.
- Good understanding of business process and requirements in a support environment.
- Excellent written and verbal communication skills.
- Ability to work successfully as a team member in a multi-functional matrix environment.
- Be comfortable presenting to groups of engineers on training and provide knowledge transfer.
- Results driven and focus on the customer.
- Cisco Architecture & Technology Knowledge
- Experience with the following (or 3rd party equivalents) is desirable:
o Application Centric Infrastructure (ACI)

o Software-Defined WAN fabrics (SD-WAN)

o Cisco Adaptive Security Appliance (ASA)

o Cisco Nexus Products

o Cisco Identity Services Engine (ISE)

o Cisco Unified Computing System (UCS)
- Educational Background Recommended
- Proven ability in network engineering or a telecommunications support environment.
- CCNP, CCIP, CCIE or equivalent networking qualification is highly desirable.
- Excellent troubleshooting skills

**We Are Cisco**

WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong) and only about hardware, but we’re also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can’t put us in a box

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break, and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colourful hair? Don’t care. Tattoos? Show us your ink. Like polka dots? That’s cool