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Cisco
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London, Greater London
Customer Support Engineer
Overview
Job Description
What You'll Do Cisco Umbrella is looking for a Customer Support Engineer to join our Support Team in London. At Cisco Umbrella, Customer Support is marketing. Helping our customers is the best way to add value to our brand and you are our ambassador in this mission. This is an opportunity to join a fast growing medium-sized global team where you will be able to offer first-class technical expertise for our established products (Cisco Umbrella and Cloudlock) used and loved by tens of millions around the world. You will also have an opportunity to work on our newly released product, Secure Internet Gateway (SIG). You will act as the customer's champion ensuring that Cisco Cloud Security provides them with the best possible experience. Role & Responsibilities: * Weekday and weekend rota shifts * Respond to user support requests * Diagnose and provide solutions to technical issues * Research issues while maintaining communication with end users. * Reproduce customer issues in lab and Escalate to Tier II and Tier III support, as needed * Create end user documentation and recommend procedure changes to improve efficiency. * Multitask efficiently * Maintain composure in a fast-paced professional environment * Solving problems accurately, creatively and efficiently * Communicate effectively * Work well in a global team environment * Cross functional collaboration Who You'll Work With The Cloud Security support team delivers extraordinary technical consulting and support to a large portion of Cisco's customer base. Our vision is to drive customer loyalty through compelling support experience, and our team does this every single day by solving complex, confusing, and often groundbreaking network security problems. Do you have what it takes to innovate with us and make a difference in the constant fight for secure networking? Who You Are Minimum Qualifications * You have achieved a Bachelors degree in a technical field (CS/CE/EE preferred) and have 1 year of experience in Network Support or Web Security product * You have relevant experience and a real passion for supporting network security products * You are experienced at solving advanced networking issues and have a superb grasp of fundamental networking theory * You have strong verbal and written communication skills for answering technical questions with customer follow-up * You have a desire to expand your skills, move into new areas * You are detail oriented and analytical * You hold a CCNA (R&S or Security) certification or equivalent experience * You are a cross-cultural ambassador Desired Skills * 2-3 years relevant work experience * Familiarity troubleshooting/understanding LAN/WAN environments, Active Directory, DNS, multiple OS platforms * Advanced Wireshark analysis * Web Proxy support experience * Familiarity with Firewall, Router and VPN * Familiarity with ZenDesk, JIRA, Salesforce * Ability to prioritize and work responsibly with or without direct supervision. Why 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. A blockchain 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 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 colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool.