While reading our job description, please remember - we understand from experience that not ticking every box on the skills sections stops many from applying. You should apply if you feel you are the right person for the job and have the aptitude to learn and deliver results.

Who we are:

This role combines both network consulting engineer role and high touch engineer role, and provides to the customer all aspects on CX services and solutions to accelerate customer outcomes, from plan & design to network level problem resolution including troubleshooting, diagnosis and root cause analysis.

What You’ll Do:

• Manage 3-5 medium sized Spanish public sector Customers.
• Redefine Customer infrastructure architecture and design to provide an adequate service.
• Continuously learn about Customer processes related to their daily tasks.
• Provides network level problem resolution (i.e. not just device level) including troubleshooting and diagnosis.
• Incident Management activities:

+ Case ownership and handling: from opening till closure.

+ Transfer of Information (ToI) between Customer and Cisco secure location.

+ Accurate description of issues and impact, troubleshooting, log collection, etc.

+ Assistance to Webex meetings with Cisco HTTS/BU.

+ Delivers detailed Root Cause Analysis and Software Referral to customers.

+ Delivers Reactive Trend Analysis to proactively detect and manage chronic or recurring network problems.

• Interacts with HTOM to create and improve Customer's incident management support processes.

Minimum Qualifications:

• Spanish speaker. EU nationality.
• Should be well versed in at least one or possibly some of the following emerging areas such as: R&S, DC/ACI, Security (FWs, ISE).
• Has CCIE or other Expert Level industry certification desirable.
• Excellent technical problem management skills.
• Develop implementation risk analysis and mitigation plans
• Should have good ability to multi-task.
• Able to handle difficult conversation with customers.
• Able to turn around critical issues and dissatisfied customers with aplomb.
• Must have 7+ years of experience in Networking technologies

Who You Are:

You will be part of the team that provides incident support to Spanish security services. You will be responsible to implement new incident support services and create a long-lasting relationship between Cisco (at all levels) and the team you will be working with.

Candidate should be able to put her/himself in Customer shoes, but not losing the perspective of Cisco business.

Why Cisco?

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most ambitious of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

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

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.