大家好！
CISCO SYSTEM 即思科系统（中国）网络技术有限公司现招聘工程师，要求懂UNIX及网络知识，本科以上文凭，三至五年的相关工作经验，工作地点：北京。详细要求如下：
Title: Technical Support Engineer – Level 1 – STS Services & Support
Functional Description
Primary STS Support Engineer for assigned accounts. Install and maintain CNC in good operating condition. Diagnose and fix known technical problems with STS Products. Facilitate the generation of NetAudit and Network Profile reports. Communicate with customer Point-of-Contact and client NCE.
Formal Description
- Ensure that CDV (Customer Data Validation) Program accounts collect and upload Inventory and Configurations each week from a minimum of 95% of the Cisco devices that should be monitored in that customer’s network and that Syslog messages are uploaded every day. Update CDV dashboard with reason for not meeting the goal and the action taken to fix the problem.
- Ensure that Basic Service Program accounts upload some data from CNC at least 24 days every month. Recommend action (in response to NCE requests for Basic Service Program accounts) to be taken by the NCE to fix CNC Device Access problems. Update the CNC seedfile with changes only after the NCE has provided the correct information (e.g. device names, credentials, etc).
- Maintain awareness about assigned account support issues faced by Level Zero TSE and their actions to deal with those issues. Accept escalation from Level Zero STS Support Technical Support Engineer (TSE) to fix upload and other CNC problems for assigned accounts.
- Mentor Level Zero TSE for assigned accounts. Ensure Level Zero TSE is aware of special rules for the assigned accounts such as when the account does and does not want data collection to occur, when we can and cannot install patches, etc
- Ensure CNC, Operating System, and CiscoWorks Remote Integration software is updated within STS Support guidelines. Obtain customer Point-of-Contact approval for upgrade to CNC, Operating System, or CiscoWorks Remote Integration software and security patch install.
- Initiate Return Material Authorization (RMA) process to replace defective CNC hardware, upgrade CNC to fix performance problems, or when the Advanced Services contract has been terminated and will not be renewed.
- In response to NCE requests, start NetAudit data collection; facilitate Network Profile report generation; and diagnose / fix RAT (Risk Analysis Tool) problems.
- Respond to cases within STS Support guidelines. Resolve fifty (50%) percent of all cases opened for assigned accounts. Update case notes according to STS Support procedures to reflect status of the case. Ensure accuracy of sub-sub clause when closing cases.
- Maintain awareness of events that impact the deployment of CNC’s into any of the assigned accounts. Initiate action and follow up with NCE as required to obtain customer approval to install CNC. Present CNC functionality and business value to the customer. Follow up with answers to NCE and customer questions about CNC and security. Drive the need to obtain customer approval for remote CNC access. Complete CNC hardware deployment within one month after receipt of information required to order and ship the CNC.
- Ensure that the NCE and the customer Point-of-Contact are aware of CNC support issues that may impact their account.
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erform the duty pager tasks when periodically assigned to pager duty.
- Actively seekout opportunities and provide help to other members of STS Support by discussing options to diagnose and fix technical problems and writing FAQ’s.
- Keep abreast of STS Tools. Install each new version of CNC into a minimum of two accounts within once month after that version is released for General Availability. Attend periodic training classes offered for new versions of STS Products - CNC, Network Profile, Net Audit, RAT, COLD, etc.
- Demonstrate an awareness of current Advanced Services and STS Support business challenges, problems and procedures, and actions planned to address those business challenges and problems. Actively communicate with peers and clients to share this knowledge. Attend eighty (80%) percent of all STS Support global weekly meetings, weekly STS Support team (theater) meetings, and Advanced Services Delivery Mgr staff meetings to gain this awareness and knowledge about current business challenges and plans.
- Ensure changes made to CNC remote access and Dial–in information is accurately documented in ASDW within one week after a change is made.
- Update CNC Deployment Records for assigned accounts within one week after a change has been made to a CNC by the Level 1 TSE.
- Ensure ASDW (Advanced Services Delivery Workspace) has the correct Advanced Services Delivery Manager name as SPOC (Single Point of Contact) and the correct STS Support Engineer name specified for each assigned account.
- Achieve high customer satisfaction as measured by individual Bingo scores and comments received from Advanced Services Client and Customer management
- Perform other related tasks that may periodically be assigned by STS Support Regional Manager, CDV Program Manager, or Tech Lead.
Requirements:
EDUCATION
Bachelors Degree or equivalent experience
PRIOR EXPERIENCE
1 year customer facing technical support
2 years Solaris Sys Admin - (SCSA preferred)
1 year UNIX scripting
1 year hands on use of Network Mgt Tools – (CCNA preferred)
1 year MS Windows Sys Admin
TECHNICAL KNOWLEDGE / SKILLS
Basic Routing and Switching Concepts
Conversational English
MS Word, Power Point, Excel
Basic UNIX script writing
SUPERVISION RECEIVED
Broad definition of account objectives
Periodic Tech Lead and CDV PM reviews of CNC health and plans to resolve problems
SUPERVISION GIVEN
Supervise TSE’s (L0) for assigned accounts
SUCCESS FACTORS
Independently resolve 50% of all technical problems for assigned accounts
Ensure all assigned CNC’s are in good health
Ensure all CDV accts are greater than 95%
Clearly articulate technical issues
Demonstrate understanding how to use the STS organization to get things done for your accounts
Good relationship and communication with AS Del Mgr, NCE and customer
Effectively function as an extended member of AS Del Mgr team
Customer Satisfaction
Attention to detail
Follow-up
Problem Solving
TSE (L0) communication about support issues with assigned accounts
Accurate Record keeping / case notes / admin tasks
Timely completion of tasks
On-going education to receive networking certification
Team Player
此职位为神州数码派遣思科工程师，与智联签订劳动合同，工资在10000以上。
若有意者请将简历发至wangqlf@digitalchina.com
发表于 2011-12-4 01:45:30
