Cisco Network Support Engineer

Owen Daniels
08 Feb 2017
08 Mar 2017
Contract Type
Full Time

Cisco Network Support Engineer

Overall Purpose of Role:

To be responsible for assisting in establishing the networking environment through effective planning, design of system configuration, installation and maintenance to meet stakeholder and business objectives. To document and implement system standards pertaining to Cisco based route/switch networks and associated processes.

Key Responsibilities and Accountabilities

  • To work on regular incidents and serve as a member of the regular rotation of on-call Engineers
  • Initiate and oversee the training programme for our client’s group, including developing training for Field Engineers and technical best practices for the team to handle incidents
  • To work on and assign technical and non-technical projects, mentoring and leading team members in professional development objectives
  • To work with IT staff to optimise the ticketing system for the needs of the Networking team
  • To oversee the development of oru clients’ Network TAC processes and procedures
  • To assist Sales Support and Logistics with sparing questions and procedures for testing spare parts
  • To prepare post mortem documents upon identifying issues relating to customer support
  • To work on internal and external professional service engagements
  • To examine technical hurdles for supportability of new Cisco Product lines as they become available for our clients’ support
  • To assist Networking Sales Support in conveying our clients’ value proposition to our customers by attending sales calls by phone or in person
  • To prepare documents for quarterly business reviews for customers and present the findings at the reviews
  • To prepare technical sales presentations regarding our clients’ Engineering capabilities
  • To act as a member of our clients’ core pre and post-sales support, identifying opportunities, troubleshooting, suggesting process and documentation improvements and development
  • To maintain up to date technical knowledge and expertise in accordance with industry standards
  • To comply with the Health and Safety at Work Act 1974, adhering to the Health and Safety Policy and associated procedures, ensuring the health and safety of oneself and others
  • To adhere to the company’s policies and procedures, maintaining a professional standard of conduct and upholding the reputation of the company at all times
  • Any other duties as required in order to meet business objectives

Cisco Network Support Engineer

Person Specification

  • Recent CCNA, CCNP Routing and Switching experience would be desirable
  • Willing to work towards further Cisco training, CCIE and CCNP
  • Previous experience of working with Maintenance Services and delivery
  • Must have strong written and verbal communication skills, including the ability and confidence to deliver customer-facing presentations
  • In possession of knowledge and experience of Cisco’s security product set (ASAs, PIXs, VPN Concentrators), Data Center Products (UCS, Nexus, MDS) and/or Unified Communications (UCM, UCCX, CUPS, etc.) would be desirable
  • Must be flexible to work outside of core business hours where business needs require
  • Competent in the use of technology with excellent ICT and analytical skills including strong Excel skills and the application of formulas, VLOOKUP functions and Pivot Tables, PowerPoint and/or Visio is also desirable
  • In possession of a high level of expertise in NETWORK products development including switching, routing and security technology with hardware and/or software configurations experience
  • Satisfactory employment verification commensurate to the requirements of the role

Knowledge, Skills, Behaviours and Attitudes Required


The post-holder must have proficient knowledge in the following areas:

  • Commercial Awareness
  • Stakeholder Needs, Wants and Expectations
  • Principles, Theories and Networking Disciplines
  • Core Routing and Switching Functions Across a Variety of Cisco Platforms
  • Cisco Security Product Set
  • Data Center Products and Technologies

Cisco Network Support Engineer


The post-holder must possess the following skills and key competencies:

  • Communication and Presentation
  • ICT
  • Troubleshooting
  • Customer Service
  • Project Management
  • Analytical and Problem-Solving
  • Organisation and Prioritisation

Behaviours and Attitudes

The post-holder must demonstrate the following behaviours and attributes:

  • Reliable and Hardworking
  • Acts with Honesty and Integrity
  • Professional and Client-Focused
  • Team Player
  • Self-Motivated and Proactive
  • Flexible and Adaptable
  • Attention to Detail
  • Committed to Continuous Development