CISCO Support Desk Engineer
Dimension & Scope
? The Support Desk Engineer (SDE) is responsible for providing technical support to the sales account managers; aiding in the sales process through answering technical questions.
? The ideal SDE is success-driven, customer-focused, fast-paced, and works well in a diverse team and enjoys a dynamic and changing environment.
Principal Duties & Responsibilities:
? Manage & resolve cases coming in via phone, email, and case management tool (potentially chat management tool in the future)
? Aid sales account managers by solving technical cases as well as creating network designs
? Resolve cases within pre-defined SLAs
? Follow escalation procedures and all contact center processes
? Responsible for achieving performance targets
? Continue to expand knowledge base and training
Education & Professional Certifications
? College degree, ideally in Engineering or IT
? Solid Pre-sales experience
? Requires Cisco certification CCDA or CCIE
? Cisco product experience
Candidate Profile
? Three to Five years of related technical experience.
? Knowledge of baseline Systems Engineering skills (specifically switching, routing, IP, WAN, and Multi-Service)
? Preliminary knowledge in at least one of the following areas of specialization: Unified Communications, Security or Wireless LAN
? Ability to understand technical issues and apply solutions, technology and products to a business opportunity
? Excellent communication skills (verbal & written) including excellent telephone skills and presentation skills
? Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions
? Ability to establish an individual course of action to accomplish goals while using appropriate resources
? Work well under pressure
? Professional demeanor
? Positive attitude
? Sense of urgency
? Self-driven
? Fluency (written, verbal and comprehension) in English highly preferred
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