High Touch Engineer (Security)

Job Type: Contract
Posted: almost 6 years ago
Contact: May Anne Ramos
Reference: 175174_1499914005

  • Improve relationship with customer to understand in a better way their network to provide quicker and more effective results to their requests.
  • Customer-specific designated support at network level.
  • Possess detailed knowledge of customer network, critical sites, operating procedures as agreed upon with customer.
  • Established rapport with customer personnel.
  • Escalation support for critical network outages and complex network issues.
  • Established Technical Relationship to support customer network operations.
  • On-site visits.
  • Able to assist in maintenance window coverage.
  • Regular scheduled review of open Service Requests working with Cisco TAC engineer to achieve a faster resolution.
  • Holistic technical management of recurring network problems.
  • Enhanced service delivery capability through broad understanding of customer's operational needs and integration with assigned Cisco Services team.
  • Improve communication with other functional groups within Technical Services and Sales team to focus on customer success.


  1. CCIE Security with 5 years of security project and/or support experience in ENT or SP segment
  2. Able to manage troubleshooting effectively and serve as a technical advisor to clients
  3. Possess strong communication and client facing skills
  4. Able to work on operational issues 24x7 during S1/2 cases