• Network Engineer

    Insight Global (Durham, NC)


    Job Description

    -Keep users informed about their incidents' status at agreed intervals.

     

    -Take ownership of incidents and service requests throughout their lifecycle.

     

    o Record, classify, and log all incident/service request details, ensuring proper categorization and prioritization.

     

    -Investigate and diagnose incidents to restore service as quickly as possible.

     

    -Verify resolution with end-users and ensure incidents are resolved within specified Service Level Agreements (SLAs) or Operational Level Agreements (OLAs).

     

    -Update all cases in CSOne, ensuring accurate and timely notes for all customer interactions and completed tasks.

     

    -Drive customer satisfaction by fully owning problem resolution.

     

    -Ensure customer expectations are met while keeping their sentiments in mind.

     

    -Actively participate in periodic meetings between Cisco and the customer (e.g., weekly).

     

    -Provide status updates and manage customer/NCE expectations by communicating current service levels.

     

    -Possess intermediate product knowledge, advancing beyond fundamentals within at least one year.

     

    -Demonstrate a beginning understanding of the product's role in a solution.

     

    -Maintain moderate knowledge of common global customer issues.

     

    -Troubleshoot issues as defined in cases, escalate to technical leads, or reassign cases outside the team's jurisdiction.

     

    -Submit proper and effective escalations with Engineering, with guidance from senior engineers.

     

    -Collaborate with Level 3 engineers for unresolved incidents.

     

    -Occasionally collaborate and consult with other teams.

     

    -Begin creating and refining Internal Content (IC) within the technology area with minimal oversight.

     

    -Document troubleshooting steps and service restoration details.

     

    -Create and submit knowledge articles in TechZone.

     

    -Apply first-call resolution using knowledge base articles, reference article numbers, and provide feedback on articles where applicable.

     

    -Demonstrate the ability to quickly learn and adapt to new tools and processes.

     

    -Achieve Associate-level certification and work towards Professional-level certification.

     

    -Onboard new web-based portals (internal/external).

     

    -Configure tool access and user accounts for users/delivery resources.

     

    -Install required add-ons, configure and/or upgrade CSPC software stacks as needed.

     

    -Ensure initial seed file import, discovery, device access verification, and collection.

     

    -Support migrations from old hardware to new hardware.

     

    -Assist with upgrades from previous software versions to current software versions.

     

    -Provide application support as needed.

     

    -Provide support for basic offers with occasional exposure to premium offers.

     

    -Resolve incidents and service requests efficiently while adhering to SLAs/OLAs.

     

    -Actively contribute to improving internal processes and knowledge sharing.

    Skills Required for Technical Consulting Engineer Role:

    * Operating Systems: Linux, Unix

    * Networking: CCNA Certification or equivalent knowledge

    * Virtualization: VMware, ESXi

    * Cloud Platforms: AWS Cloud

    * Containerization & Orchestration: Docker, Kubernetes

    * Scripting & Programming: Python, Perl, Shell scripting

    * Databases: MySQL

     

    We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

     

    To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

     

    Skills and Requirements

    -CCNA

    -Troubleshooting skills

    -Customer experience null

    We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].