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Technical Support Engineer
Cisco – Riyadh
The Business Entity
Cisco CMS seeks a Manager of Technical Support to lead teams of customer support engineers who deliver Customer Management Services. The manager handles escalations and assumes ownership for the end-to-end customer experience. Serving in a liaison role, the manager creates a bridge that connects the technical and business perspectives of customer engagements.
The Team
As part of the Cisco CMS organization, you will be part of a dynamic, fast paced and supportive team that will build you up as you manage the network operation team for some of Cisco’s biggest customers. The ideal candidate demonstrates knowledge of Cisco processes and team dynamics across the organization, as well as the superior coaching and motivational skills required to engage, develop and retain top talent on a high-performance team.
Roles & Responsibilities:
The Customer Support Engineer is the connection to Cisco customers and builds effective working relationships while solving their issues, managing expectations, and leaving the customer feeling valued as part of Cisco NOC Fault Management Team. The successful CSE:
• Continually develops their working knowledge of networking products and protocols to provide second/third level technical support on a worldwide basis via phone, email, web and remote access in designated technology focus area
• Effectively utilizes databases of existing issues, debugging tools and simple or moderate lab simulations to analyze problems and identify solutions with a high level of customer satisfaction
• Shares knowledge to build relationships, and effectively troubleshoots problems both alone and as part of a team.
Desired Skills:
Experience in customer facing network operation , knowledge of IP/MPLS and the competitive marketplace.
Should possess 4+ years-prior management experience is highly desirable.
CCNP and ITIL foundation certified
Complete understanding of and experience in leading a team in applying all elements of Network Operation
Proven business and technical expertise and extensive customer service engineering experience
Excellent working relationships with other customer service organizations within Cisco and with appropriate business units
Ability to formulate and deliver complex presentations throughout Cisco and to customer technical departments
Demonstrated industry awareness
Bilingual (Arabic, English) is highly desired.
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