[XEC665] Infrastructure Support Engineer - Tier 2

[XEC665] Infrastructure Support Engineer - Tier 2

Infrastructure Support Engineer - Tier 2
Cisco are always looking to identify dedicated people. If you are reading this posting then we may not have an open job right now, however it is highly likely we will in the future. If you are interested in working for Cisco in this capacity, then please submit your details and CV or resume against this requisition so that when a suitable vacancy arises a Cisco representative can contact you directly.
Who You’ll Work With
Collaboration Technology Group (CTG) is the technology tower that owns, develops, and supports the Webex suite of products - UCMC, Webex Calling DI, Webex MT and Contact Center. This role involves the upkeep and lifecycle management of the underlying Network,



Compute and Storage infrastructure that supports Webex solution.
This platform provides the ability to customers to host their calling infrastructure on the cloud in a dedicated, multi-tenant or hybrid mode. This is a modular offering of Webex to suit the customer calling needs and designed to work with existing calling infrastructure.
Who You Are
This is an extraordinary opportunity for someone with perseverance and an insightful view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in technology.
***What You’ll Do
- Ensure 24/7 availability of the production environment and daily operations.
- Assist in the the root cause analysis process and help with remediation of major issues.
- Ability to assist in a support capacity with problem and incident resolution and assume incident and problem ownership and accountability.
- Recreate Customer Issues for Technical Troubleshooting in the Operate Lab
- Assist with issues related to firmware and report issues and suggest enhancements.




- Troubleshoot & resolve the incidents and problem tickets within SLA/SLO.
- Work with senior technical resources on complex issues and major incidents resolution.
- Develop and maintain a working knowledge of existing and new technologies and be able to tie the design and implementation of infrastructure to the managed components.
- Work with technical leaders to understand products and project requirements.
- Take ownership and accountability expectations in managing cases and customer situations.
- Serve as first point of escalation on all incidents.
Required Technical Skills/Qualifications
- Good knowledge on VMware, Cisco UCS and Storage solutions.
- Good knowledge about Nexus devices and Hyperflex solutions.
- Technical knowledge of the following areas: Data Centre Networking and Data Centre Products.




- You should have experience in Networking industry experience and knowledge of products and protocols.
- Experience in administration and troubleshooting of mixed environment (physical and virtual servers).
- Technical knowledge and experience in overlay technologies VXLAN, BGP EVPN, ACI, etc.
- Technical knowledge about Cisco ACI, SDN, NFV products and Cisco Cloud product portfolios, but not limited to Cisco InterSight, Cloud Centre, Cisco UCS Director, and Cisco Programmable Network Portfolio using DCNM.
- Good knowledge and experience with virtualization and container environments (VMware vSphere suite) and have technical exposure in integrating ACI with virtualization platforms through VMM integration.
- Basic knowledge and understandings on L2 / L3 networking protocols and technologies (VPC, STP, HSRP, OSPF, EIGRP, BGP)




- Basic understanding of ITIL framework (Event, Incident, Change, Service Request & Problem Management)
- Good analytical and troubleshooting skills with an initiative to drive problems to resolution.
Required Professional Qualifications
- Typically requires bachelor’s degree in a technical field or equivalent plus 3-5 years related Data Centre and Network related experience.
- 1-3 years of experience in Data Centre technology at a Network Operations Centre or Technical Assistance Centre.
- Strong technical experience in Data Centre, Cloud & Virtualization technologies.
- Ability to work with internal and external executive level customers with confidence while providing an exceptional experience.
Preferred Technical Skills/ Qualifications
- CCNP DataCenter / CCNP Routing & Switching certification is a plus.




- Certification on any Virtualization platform is a plus.
- Experience with scripting and automation (Python, Ansible, etc.)
- Prior working experience in Managed Services environment
Why Cisco
We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns.
We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are

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