Cisco Careers: Job Vacancy for Customer Support Engineer, TAC (Belgium)

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Requisition #: R894927 
Location: BELGIUM.BRABANT.DIEGEM
Job Title: Customer Support Engineer, TAC (Technical Assistance Centre) Region: EUROPEAN MARKETS
Area of Interest: Cisco Services (Formerly Customer Advocacy)
Level of Experience: Experienced - Non Manager
Flexible Work Option: No
Job Description: .
Customer Support Engineer, TAC (Technical Assistance Centre)

JOB DESCRIPTION

The person will be responsible for providing technical support for Cisco products and networking technologies to Cisco's customers and partners world-wide.

Workload is high but the breadth and diversity of technology exposure is second to none. The TAC is probably the best "networking school" in the world. The TAC is the first to be confronted by challenges and issues with new equipment and tools in the field. As such all roles have a technology learning curve that never ends.

The TAC is broadly arranged into teams that look at Voice, Applications and Data-Networking. All TAC members have strong fundamental "core" networking skills with specialist technology skills in one or more of the areas juszt mentioned. 
Increasingly individuals that also bring architecture technology skills like Unix in addition to these three specialist areas are valued, not least because of the increasing importance of datacentres to Cisco.
There are opportunities to make lateral moves across the various teams over time. Likewise, after time many TAC members have followed career paths into a variety of Cisco disciplines.

Relationships:
Reports to a TAC team manager.
Builds strong team relationships with other Customer Support Engineers. Enjoys sharing knowledge. Effectively troubleshoots problems both alone and as part of a team, depending on the nature of the incident.
Connects directly with Cisco customers and builds effective working relationships while solving their issues. Manages customer expectations and always aims to leave the customers feeling valued and overall positive about Cisco.

Deliverables:
S/he will provide technical support to partners and/or customers for Cisco technologies, products, and/or solutions.
S/he will typically be responsible for resolving moderately to highly complex technical problems, depending on the customers' need.
S/he will simulate technical problems in lab environment. 
S/he will share his/her knowledge with other people in writing technical documents and enlarge the knowledge database.
S/he will provide internal and/or external technical presentations (cross-training). 
S/he will escalate some specific problems to the responsible Business Units for product enhancement. 
S/he will work closely with his colleagues to achieve common goals. 
S/he will strive to technical excellence and expertise.

Travel / Shifts:
Limited if any travel required.
The job holders will work to European office hours and provide some weekend support cover.

Location(s):
Diegem, near Brussels
Reading, near London

PERSON PROFILE

Applicants Must Have a Valid Work Permit and/or an EU Passport

Technical Skills:
Strong fundamental "core" networking skills, including routing, switching, and/or network security (essential)
Profound knowledge in one or more of the following areas: Voice Networking Call Manager, VOIP, Call Center, Application Networking Network Management, Security, Content and Data Networking Routing, Switching, Storage, Access (essential)
Strong knowledge of IT Architecture (advantageous)
Fluent English speaker (essential)

Soft Skills:
Autonomous worker with team spirit (essential)
Eager to learn. Technical aptitude to assimilate new learning quickly (essential)
Excellent written and verbal communication skills (essential)
Flexible: very able to adapt to a changing environment (essential)
Out-of-the-box thinker (essential)
Able to take initiative and drive change (essential)
Performs well under pressure and in disruptive environments where priorities can change in response to customer demand(essential)
Capacity and passion to help customers. Good customer engagement (essential)
Team player (essential)

Industry or Sector Experience:
Prior experience in a technical support capacity (advantageous).
Prior experience of high-level technical problem solving (essential)

Education:
Bachelors in Computer Studies or Engineering or equivalent (essential)
Cisco and other relevant technical certification (advantageous)

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