Route Switch High Touch Engineer

Route Switch High Touch Engineer
We are seeking a High Touch Engineer to provide in-depth Route/Switch expertise to our Federal Healthcare client. This role is key to our customers’ view of our client, maintaining and strengthening our trusted partner status. You will earn the customer’s trust through direct and ongoing customer collaboration. You provide remote technical support for our security portfolio with a focus on Route/Switch portfolio.

Must Have Skills:

• Sole US Citizen
• At least 2 years’ experience troubleshooting routing and switching platforms including Catalyst and Nexus lines. WAN, LAN, IOS XR, ASR,
• Must have customer facing experience
• Work independently, as this position only receives minimal supervision with no instruction on routine work and general instruction on new assignments.
• Isolate and resolve problems, resolve root cause, and deliver known solutions with a high level of customer satisfaction.
• Minimum 4 years of r./s experience, including configuring, analyzing & troubleshooting complex network architectures.
• Resolution leader, problem-solving – troubleshooting methodology.

Day to Day:

• Accepting cases, working cases, closing cases. Customer support and ability to calm the customer and build a trust, as trusted advisor within these technologies.
• Communicate and be calm under pressure, ability to dive into things.
• Provide Tier 3 technical support at security classification to the VA customer base via phone, email, web, and remote access to independently troubleshoot & debug product problems.
• Provides reactive support and builds a relationship with the customer’s operational teams.
• Provides solution level problem resolution (i.e. not just product level) including troubleshooting and diagnosis for security related incidents
• Provides Transfer of Information (ToI), to improve customer’s technical skills and processes.
• Delivers detailed Root Cause Analysis and Software Referral to customers.
• Delivers Reactive Trend Analysis to proactively detect and manage chronic or recurring security problems
• You will work closely with the customer to ensure a quick turnaround on very complex issues.
• Provide leadership, direction, and oversight of the Technical Consulting Engineers (TCEs), partnering with them to provide timely resolution to SEV 1 and SEV 2 cases.
• Establish and maintain close relationships with customer network operations engineers and “network owners” establishing yourself as a trusted partner

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