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Junior Technical Support Engineer
Cisco Systems International B.V.
Place of work
Prague
Prague
Contract type
full-time
full-time
Information about the position
Job description, responsibilities and duties
Description
Business Entity
Cisco Cloud Web Security (CWS) is the leading global provider of SaaS web security. Powered by heuristics technology Outbreak Intelligence, Cisco provides a comprehensive suite of web security services through a scalable web processing centre that guarantees high performance, best-of-breed protection. Every day our technology scans over 6 billion web requests, going far beyond the capabilities of traditional security techniques to protect both, office based and roaming workers around the globe.
Team Description
We provide an environment for innovation and self-development:
* Quarterly kickoffs to discuss new ideas, drive innovation and shape our roadmap
* Agile process that helps, not hinders - we help you make things happen
* Change is constant; we are always investing in cutting edge, brand new hardware and software
* Hackathons/Breakathons - time for engineers to have fun, discover and innovate
* Work life balance; we truly believe in it - having designed a flexible work environment to facilitate collaboration and boost productivity (European Great Place to Work - Cisco # 4)
Role and Responsibilities
The Network Operations Center engineer is responsible for providing 24/7/365 monitoring and first response of the Cisco Security Cloud Operations Portfolio. The NOC Team is responsible for the entire Security Cloud Portfolio spanning web, email scanning and advanced malware protection and is comprised of on premise hardware, cloud services and network components and is consumed by the customers as a service. The NOC Team is the primary first response and point of contact for all internal engineering and customer support teams with the objective of resolving more than 70% of the issues at first point of contact.
* Provide first response for all monitoring alerts and follow pre-defined technical support steps
* Dealing with support queries escalated by Customer support teams.
* Escalate problems by following the escalation process where required
* Fulfill service requests after gaining the relevant approvals
* Server build and installs, application upgrades
* Engaging remote hands where needed for hardware replacements and re-imaging of hosts if required
* Maintenance of WIKI and technical documentation (for NOC) of processes and procedures used throughout normal operations.
* Development of knowledge and skills in network and system administration
* Provide troubleshooting for common network related issues
An ideal candidate will have a depth of experience in multi faceted technical areas, and experience in operational support for Cloud Services and/or large-scale Internet network providers. Should have experience working in a high-pressured environment providing technical support 24x7x365.
The Network Operation Centre (NOC) has three main responsibilities:
* To ensure maximum possible service availability and performance
* To action on service requests
* To provide support services for Engineering and other technical teams
Business Entity
Cisco Cloud Web Security (CWS) is the leading global provider of SaaS web security. Powered by heuristics technology Outbreak Intelligence, Cisco provides a comprehensive suite of web security services through a scalable web processing centre that guarantees high performance, best-of-breed protection. Every day our technology scans over 6 billion web requests, going far beyond the capabilities of traditional security techniques to protect both, office based and roaming workers around the globe.
Team Description
We provide an environment for innovation and self-development:
* Quarterly kickoffs to discuss new ideas, drive innovation and shape our roadmap
* Agile process that helps, not hinders - we help you make things happen
* Change is constant; we are always investing in cutting edge, brand new hardware and software
* Hackathons/Breakathons - time for engineers to have fun, discover and innovate
* Work life balance; we truly believe in it - having designed a flexible work environment to facilitate collaboration and boost productivity (European Great Place to Work - Cisco # 4)
Role and Responsibilities
The Network Operations Center engineer is responsible for providing 24/7/365 monitoring and first response of the Cisco Security Cloud Operations Portfolio. The NOC Team is responsible for the entire Security Cloud Portfolio spanning web, email scanning and advanced malware protection and is comprised of on premise hardware, cloud services and network components and is consumed by the customers as a service. The NOC Team is the primary first response and point of contact for all internal engineering and customer support teams with the objective of resolving more than 70% of the issues at first point of contact.
* Provide first response for all monitoring alerts and follow pre-defined technical support steps
* Dealing with support queries escalated by Customer support teams.
* Escalate problems by following the escalation process where required
* Fulfill service requests after gaining the relevant approvals
* Server build and installs, application upgrades
* Engaging remote hands where needed for hardware replacements and re-imaging of hosts if required
* Maintenance of WIKI and technical documentation (for NOC) of processes and procedures used throughout normal operations.
* Development of knowledge and skills in network and system administration
* Provide troubleshooting for common network related issues
An ideal candidate will have a depth of experience in multi faceted technical areas, and experience in operational support for Cloud Services and/or large-scale Internet network providers. Should have experience working in a high-pressured environment providing technical support 24x7x365.
The Network Operation Centre (NOC) has three main responsibilities:
* To ensure maximum possible service availability and performance
* To action on service requests
* To provide support services for Engineering and other technical teams
Requirements for the employee
Candidates with education suit the position
University education (Bachelor's degree)
University education (Master's degree)
University education (Master's degree)
Language skills
English - Intermediate (B1)
Personality requirements and skills
Qualifications
* A minimum of 12-18 months experience in a Technical Support or similar role.
* Good communicator with a natural aptitude for dealing with people.
* Good network diagnostic skills.
* Basic Linux CLI skills.
* Basic sysadmin skills.
* Work well in a busy team, being quick to learn and able to deal with a wide range of issues.
* Strong analytical skills and able to collate and interpret data from various sources.
* Ability to assess and prioritize faults and responds or escalates accordingly.
Desired Skills
* Proven track record within a NOC, IT or ISP environment.
* Experience with switching and internet routing technologies. Strong network diagnostic skills.
* Experience configuring internet applications such as Apache, Exim, BIND.
* Experience of network monitoring tools and protocols (MRTG, RRD, NAGIOS, SNMP).
* Experience of analyzing system and network performance using monitoring and graphical data.
* Experience of diagnosing network and service issues, following them through to resolution.
* A minimum of 12-18 months experience in a Technical Support or similar role.
* Good communicator with a natural aptitude for dealing with people.
* Good network diagnostic skills.
* Basic Linux CLI skills.
* Basic sysadmin skills.
* Work well in a busy team, being quick to learn and able to deal with a wide range of issues.
* Strong analytical skills and able to collate and interpret data from various sources.
* Ability to assess and prioritize faults and responds or escalates accordingly.
Desired Skills
* Proven track record within a NOC, IT or ISP environment.
* Experience with switching and internet routing technologies. Strong network diagnostic skills.
* Experience configuring internet applications such as Apache, Exim, BIND.
* Experience of network monitoring tools and protocols (MRTG, RRD, NAGIOS, SNMP).
* Experience of analyzing system and network performance using monitoring and graphical data.
* Experience of diagnosing network and service issues, following them through to resolution.
Advertiser
Brief description of the company
Why Cisco
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!
But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.
So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!
But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.
So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!
ID: 1879351
Datum zveřejnění: 25.9.2014
2014-09-25
lokalita: Prague Pozice: IT Analyst, IT Project Manager, IT Tester, IT/Technical Support Specialist Společnost: Cisco Systems International B.V.