The Hardware Network Engineer provides post-sale remote technical support for medium to large-scale networks worldwide, diagnosing hardware failures and managing the RMA process. Responsibilities include troubleshooting customer issues, escalating unresolved problems to internal teams, and documenting all service actions. Candidates require 1-2 years of remote technical support experience and a relevant degree.
As a Network Engineer, you will play a crucial role in providing post-sale technical support to customers worldwide, specifically for medium to large-scale networks.
Your primary responsibility is to support customers experiencing hardware failures by either resolving issues remotely or facilitating the replacement of faulty parts through the Return Material Authorization (RMA) process.
Responsibilities
- Provide shift coverage for new tasks.
- Take ownership of customer-reported issues and see problems through to resolution.
- Research and determine if issues are hardware-related, offering solutions via hardware replacement or other methods.
- Properly escalate unresolved issues to appropriate internal teams by opening collaboration requests with TAC teams.
- Record actions taken, document resolutions, and close Service Requests upon completion.
- Assist customers with any queries, including part returns.
- Collaborate with other teams across Cisco, including Logistics, TAC, HTOMs, and more.
Requirements
- Excellent customer service and phone skills.
- Proficiency in English, both written and verbal.
- A degree in computer science, networking administration, information technology, or a similar field.
- 1-2 years of experience in providing remote technical support to business customers.
- Cisco certifications (e.g., CCNA) are a plus but not required.
- Capability to provide hardware support across all Cisco product families, including UCS, Routing & Switching, Security, Wireless, Telepresence, etc.
- Familiarity with Cisco hardware, including Routers, Switches, Telepresence, UCS, and more.
- Ability to diagnose and troubleshoot basic technical issues.
Benefits
- Job Security: Benefit from an indefinite contract.
- Comprehensive Benefits: Enjoy a robust benefits package including private insurance.
- Career Growth: Access equal opportunities for career advancement.
- Continuous Learning & Training: Gain access to a wide range of Cisco courses and training materials, alongside soft and hard skills development led by Estarta experts.
- On boarding Phase: The first month includes full-time training, Monday to Friday, 09:00-17:00 (on-site).
- Employment Status: Full-time.
- Working Hours & Location: European Region, (09:00–17:00), Monday to Sunday, with 2 days off per week. The position is hybrid, with 2 days working from the home.
- Range of Salary: 1,100 - 1,200 gross per month.
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