SERVICE MANAGEMENT

• Should have extensive experience in Cisco Network Deployment, installation, and management.

• Provide expert-level support for clients requiring expert troubleshooting on various technical matters involving hardware, software, network, and connectivity issues.

• Day to day operation management of core cisco devices like Nexus, ASR and ASA.

• Identify, research, analyze, diagnose, resolve, and close escalated technical problems in a quality and timely manner.

• Provide comprehensive diagnostic, root cause, and troubleshooting support, accurate problem resolution, and make findings available for future troubleshooting and analysis.

• Determine the need to deploy field service resources required to deliver client service requests via incident management and dispatch processes through the service desk.

• Escalate irresolvable issues requiring manufacturing or carrier services (Tier 4) support assistance within prescribed service levels and procedures to complete problem resolution.

• Monitor network ticket volume, identify trends in problem activity, document findings and make available for future client troubleshooting issues, and ensure timely closure of all assigned tickets.

• Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities.

• Utilize escalation and exception paths, processes, and systems to report current performance and make recommendations for improvement of performance.

• Continuously expand, research, and leverage knowledge of technology, market, and industry trends and benchmarking to identify, recommend and implement best practices, methodologies, and relevant analytics.

• Continuously develop and enhance knowledge, skills, and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the products & services that BBOX supports.

• Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection, and resolution. Proactively identify and remove barriers to meeting client expectations. Provide timely documentation of issues, action plan, and outcome. Achieve all client satisfaction objectives and internal and external SLAs.

• Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day-to-day service delivery operations and the client experience.

• Achieve performance targets established by leadership for applicable Key Performance Indicators.

• Gather and update field and team members with information pertaining to tools, resources, products, and applications on a quarterly basis.

  KNOWLEDGE, SKILLS, ABILITIES

Due-Diligence: Participate in due-diligence and transition analysis activities to validate solutions and make changes as required. Tracking leads and reporting.

Communication & interpersonal skills; Develop and deliver technical presentations with customers and tailor content to the audience as appropriate. Display sustained energy and determination to meet challenging deliverables within stringent timelines ability to work independently with diverse & global teams and interact confidently with Leadership Interpersonal sensitivity.

EDUCATION AND EXPERIENCE

• Bachelor’s Degree in Engineering, Information Technology or related, preferred; or relevant experience.

• 8+ years of technical support engineering experience.

• Cisco Certified Network Professional (CCNP), Cisco Certified Network Associate (CCNA)

• Excellent Layer 2 & 3 networking skills including strong knowledge and proficiency in industry-standard networking technologies and infrastructures including cabling, LAN, routing, WAN, various other network topologies.

• Cloud & Virtualization network knowledge are preferred.

• End-to-end process thinker, with proven experience in business processes and workflow design.

• Service awareness of all organizations’ key product and service offerings for which support is being provided.

• Ability to listen to and understand client requirements and individual preferences with a successful track record of the ability to develop creative and innovative solutions.

• Excellent problem-solving skills with demonstrated success in root cause analysis.

• Demonstrated experience in continuously expanding and leveraging the knowledge of technology, market, and industry trends with success in identifying, recommending, and implementing best practices and methodologies.

#LI-SB9