Customer Support 3rd Line (TN-8501)
To perform Advanced troubleshooting supporting users and internal resolver groups to resolve high complexity incidents on target minimizing impact to users.
Act on high risk and high complexity incidents.
Troubleshoot VPN, WLAN, Autonomous APs, Cisco Prime, Radius, Cisco ACS and Juniper. Support network transformation and device configuration.
Face to face handovers and overviews for GCS in Hungary. Provision and update of LWI/ Support documentation. Regular reviews weekly drop-in / clinic calls with steering group
Work along with 2nd line engineers at the service desk helping to minimize impact to users on high complex cases and support incident managers in high level escalations/ crisis calls.
Ability to meet the customers’ needs in line with the business requirements is a must
Focusing on the objectives and the required outcomes of the processes during delivering a service is a must
Working with a cooperative and positive attitude in a group settings to achieve common goals is a must
The ability to convey information to someone effectively and efficiently while creating a good first impression and engaging the audience is an advantage
Ability to comprehend and to systematically organize the various aspects of a problem or situation is a must
Taking the responsibility and takes care of the consequences of making a decision is a must
Acting in advance of a future situation, e.g. making things happen, putting energy to solve the situation is a must
CCNP Knowledge is a must
Cisco Design Knowledge is an advantage
Voice Knowledge is an advantage
Wireless Knowledge is an advantage
English on a fluent level