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Technical Support Engineer Tier II

  • Kraków, małopolskie
  • Specjalista
  • 2015-02-10

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    For one of our Client – leading supplier of networking equipment and network management devices, we are currently looking for :

    Technical Support Engineer Tier II

    Miejsce pracy: Kraków
    TSE2/IL.0215

    Job Description

    Technical Support Engineers are responsible for premium service delivery to our Client’s largest customers in both the service provider and enterprise market sectors. The TSE role focuses specifically on failure resolution of network fault situations onsite at customer premises worldwide. TSE engineers work remotely through third-party field engineers dispatched in 2, 4 or 24 hour response timeframes to coordinate all aspects of defective unit replacement to ensure customer satisfaction. TSE engineers support the entire range of our Client networking hardware, focusing especially on Cisco routing and switching platforms. Interaction with the Field Engineer can vary depending on complexity of task, but a TSE is expected to be able to take control of a field engineer lap top, and drive a task to resolution, escalating if necessary.

    Day to day operations involve:

    • Coordinating Field Engineer whilst onsite with customer contact (NOC/Local IT)
    • Managing and owning the swap out process of defective components.
    • Assisting Field Engineer remotely, when necessary to ensure consistency of Onsite Service experience globally.
    • Successful candidate should be prepared to step in if necessary and be able to remotely bring a new device back to network discovery, and where reasonable, reinstall configurations and IoS provided by the customer.
    • Trouble shoot issues to resolution where possible, and escalate cases if hardware swap is ultimately unsuccessful.

    Requirements

    • Networking / communications industry experience in an operations and support role working with Cisco Systems routing and switching equipment.
    • Robust knowledge of Cisco IOS configuration and administration fundamentals (you should be comfortable working with system configurations, software loads and troubleshooting tools such as ping, traceroute and show and debug commands).
    • Some knowledge of internetworking protocol theory and troubleshooting; a grasp of TDM (T1/E1, DS-3/E3) systems, ISDN and Frame Relay is particularly helpful.
    • A proven ability to assist customers calmly and professionally in highly sensitive situations and a strong motivation to provide the best service in the industry.
    • The ability to assume control of a complex problem scenario involving many people including customers, service provider technicians and third-party engineers, to quickly develop an action plan and to drive it through to resolution in minimum time.
    • Complete comfort working within the context of a team of engineers with various skills and skill levels, a grasp of when to be independent and when to ask for help, and a very strong desire to learn and teach others about internetworking technology.
    • Cisco certifications CCNA, CCNP in Route Switch are favorable but not essential.

    Our Client Offers

    • Work in prestigious company with attractive salary.
    • Development possibilities within an international environment.
    • Full time job.
    • Work based on a self-employment basis - mandatory.

    To apply for this position please send your curriculum vitae in English using "Aplikuj" button below:

    Prosimy o dopisanie następującej klauzuli: "Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w mojej ofercie pracy dla potrzeb niezbędnych do realizacji procesu rekrutacji zgodnie z ustawą z dnia 29 sierpnia 1997 r. o ochronie danych osobowych (Dz. U. z 2002 r. Nr 101, poz. 926, ze zm.)"

    Agencja zatrudnienia (nr licencji 3260)
    Uprzejmie informujemy, że odpowiemy tylko na wybrane aplikacje.
    Devonshire Warszawa
    Al. Jerozolimskie 56C
    00-803 Warszawa
    tel. +48 22 820 93 60
    [email protected]
    Devonshire Kraków
    ul. Kamienna 21
    31-403 Kraków
    _
    [email protected] 
    Devonshire Wrocław
    ul. Ruska 3/4
    50-079 Wrocław
    tel. +48 797 021 593
    [email protected] 
    Devonshire Poznań
    World Trade Center Poznań
    ul. Bukowska 12
    60-810 Poznań
    tel. +48 61 865 38 88
    [email protected]