Job Description
Top Skills:
- Experience troubleshooting complex issues with ACI and Nexus
- Strong Routing/Switching skills: OSPF, BGP, EIGRP
- Communication/soft skills to effectively assist customers who are technical as well as non-technical
Nice to Haves Skills:
CCNP certs
Kubernetes
Linux/Unix
Python
*Job Description:*
As part of the team, you will join a team of 30-Tier 3 Customer Support Engineers. These engineers specialize in one or more core technologies while understanding the foundations of network products, protocols, and effective methodologies. As a member of this team, you will be part of a collaborative team to provide support during critical network issues as well as leading a caseload of lower critical issues, specifically with ACI and Nexus.
*Day to Day Responsibilities: *
The successful High Touch Technical Services Engineer will effectively assess the customer's situation and help develop an action plan that will result in a resolution. *This is an operations role, not a design/architecture role.* This is heavy interaction with customers and troubleshooting the issues, via phone, chat, email. This role is NOT a help desk role. This person will be doing higher level troubleshooting that requires the SME to be very technical, working with multi-vendor, integrated solutions.
Nexus/ACI Skill Requirements:
- Experience troubleshooting complex issues with ACI and Nexus
- Strong Routing/Switching skills: OSPF, BGP, EIGRP
- Kubernetes
- Linux/Unix
- Experience with Secure protocols: TLS, IPSEC, PKI
- Hands on expertise troubleshooting/supporting any of the following:
o Routing protocols: OSPF, EIGRP, BGP
o General protocols: DNS, DHCP, ARP
o Transport protocols: TCP, UDP, QUIC
o Network access protocols: SSH, TELNET, RADIUS, TACACS
o File management protocols: TFTP, FTP, SFTP, SCP
o Notification protocols: SNMP, SMTP, SYSLOG
o Cisco technologies: VXLAN, ACI Multipod/Multisite, Nexus Dashboard Orchestrator (NDO), Wireless, SD-WAN, VPN, AnyConnect, and Stealthwatch
o Networking tools: wireshark/packet captures, packet tracer, debugs/log analysis, putty/SecureCRT,
- Cisco CCNA-CCIE equivalent expertise troubleshooting
- Resolution leader, problem-solving - troubleshooting methodology
- Communication & Facilitation, Listening & Affirmation, Influence & Persuasion, Public speaking & Presentation, Coaching
- A team player focused on customer success
- B.S. degree in a technical field (CS/EE preferred)
Day to Day:
The engineers day typically consists 2-3 new issues per day and 10-15 cases in their backlog. This person also needs the ability to assess the customer's situation, and help develop an action plan that will result in a resolution. This is not a design/architecture role. This is heavy interaction with customers and troubleshooting the issues.
All of these will require some combination of the following: troubleshooting, scheduling meetings with vendors and/or customers, recreating the incident and working the case in a the lab, or working collaboratively with other engineers.
This role is not like a help desk. This person will be doing higher level troubleshooting that requires them to work with other technical SME's to provide resolution.
This position is 100% remote.
- 50% of the day (4 hrs) will be spent taking customer calls for support that fall within the network monitoring space. This will be operational and reactive. As cases
come in, this person will work them to resolution according to priority level.
- 50% of the day (4 hrs) will be spent working backlogs (cases that have accumulated and need to be resolved). This may involve working with other engineers
and/or in the virtual lab to reverse-engineer the customer's issue to derive troubleshooting steps for resolution.
*Additional Skills & Qualifications*
This person needs to be a self-starter who does not require hand-holding. They need to be able to figure things out quickly. Great customer service skills, communication, written and verbal, collaboration and work independently. Must be very outgoing and team-oriented.
*Pay and Benefits*
The pay range for this position is $45.00 - $55.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
- Workplace Type*
This is a fully remote position.
*Application Deadline*
This position is anticipated to close on Mar 21, 2025.
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. TEKsystems
Job Tags
Temporary work, Remote job,