Network Support Engineer, Sydney

Job Description

At Cisco Meraki, we know that technology can connect us, empower us, and drive us. By simplifying powerful technology we can free passionate people to focus on their mission. As the fastest growing cloud-managed networking team in the world, our products and technology architecture are changing the face of enterprise networking and making cloud-managed IT a reality. Cisco Meraki’s Support group is a growing, global, and diverse team of highly knowledgeable and empathetic customer advisors. We strive to guide our customers to successful outcomes with a mix of critical thinking and the grit to implement the next best action. What You Will Do As a Network Support Engineer, you will be tasked with delivering exceptional technical support to our clients and partners. Primary responsibilities will involve troubleshooting and resolving issues across the Meraki product line, including wireless access points, security appliances, and switches, as well as other related technologies. You will also play a key role in collaborating with multi-functional teams, like Engineering, Product Management, and Sales! Responsibilities Own each customer case from initial creation to resolution, ensuring a seamless support experience and timely resolution of issues. Effectively collaborate with partners and customers regarding technical issues and customer service inquiries, primarily over the phone and in writing. Diagnose and resolve a wide range of sophisticated network-related issues, including wireless, security, switching, IoT, and other Meraki product-related issues. Work closely with Escalations, Engineering, Sales, PM, and other Cisco teams to resolve critical cases efficiently. Understand and use Linux console commands to identify and resolve issues with Meraki devices and Meraki Dashboard services. Read and analyze packet captures using Wireshark. Keep up with the latest Meraki features and technology advancements by completing instructor-led and self-paced training modules, ensuring up-to-date expertise in product offerings. Leverage acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles. Proactively use available resources and follow leadership guidance to develop professionally within your role whilst aligning with business objectives. Who You Are As a creative problem solver, you care deeply about what matters to our customers, partners, and colleagues. Using your advanced communication skills, you build meaningful customer relationships while responding quickly and efficiently to customers’ inquiries. You embrace changes that arise from data insights and proactively use feedback from leaders and peers to continuously enhance your technical skills and grow with our team. Minimum Qualifications Solid understanding of network technologies (including firewalls, content filtering, routing/switching, VLANs and wireless) and hands-on experience with configuring and troubleshooting these technologies in real-world environments. Thorough comprehension of fundamental networking protocols including TCP, STP, ARP, Ethernet, UDP, RADIUS 802.1x, OSPF, etc. 2-5 years of experience in supporting or testing LANs, VLANs, WLANs, VPNs, NAT devices, and/or DHCP servers. 2-5 years of experience in computer networking related problem solving, critical thinking, and troubleshooting. Demonstrated ability in troubleshooting WiFi networks. Preferred Qualifications Experience acting as a primary point of contact in customer escalations. Proficiency in both written and verbal English communication, with the ability to convey complex technical concepts clearly and concisely. Capable of effectively communicating with internal and external partners, fostering strong working relationships and collaboration. Outstanding customer service skills, with a focus on understanding and addressing customer needs promptly and effectively. Excellent time management skills, demonstrating the ability to prioritize multiple tasks, follow through on commitments, and maintain attention to detail. Collaborates within cross-functional teams, fostering a supportive and inclusive environment. Able to provide constructive feedback to peers when needed. Why Cisco Meraki As the leader in cloud-managed IT, Cisco Meraki connects passionate people to their mission by simplifying the digital workplace. Our impact is driven by the innovative, purposeful, and vibrant people who make up our inclusive community. When technology is intuitive, our customers can focus on what matters. At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, inspire innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone. Cisco is an Affirmative Action and Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case-by-case basis, qualified applicants with arrest and conviction records. Apply for this job First Name * Last Name * Email * Phone * Specify your location (not office preference) * Resume/CV * LinkedIn Profile Are you now legally authorized to work in the posted primary location for this requisition? * Will you require sponsorship in the future for this location (for example, if you are on a temporary visa)? * How did you hear about Meraki? Voluntary Demographic Information for EEO Purposes. Why do we ask these questions? Learn More #J-18808-Ljbffr