Senior Escalation Engineer
Estarta Solutions
Total years of experience :14 years, 1 Months
1. Provide technical consultation to the Manager on complaints received from the customer or the client, and suggest methods of improvement
2. Audit and review the escalations and provide technical analysis / feedback to the Manager
3. Actively work along with the Manager to meet the teams target and suggest methods of improvement in service requests handling and delivery
4. Approve/Decline an escalation to the development team.
5. Help new engineers come up the learning curve.
6- Work on complex technical problems that involves deep troubleshooting.
7. Set-up, maintain and manage the LAB for the team, and all related responsibilities
1- Worked with Cisco TAC vpn team in Poland for around one year . In which i provided support for The VPN products only . Mainly focused on IOS/IOS-XE/ASA vpn. Providing support for large Enterprise customers and highly escalated tickets.
2-Worked on Python programming too . Providing code module to automate problems solving and data analysis .
Provide technical support for Cisco’s products to customers and partners via the telephone and/or through e-mail.
http://www.cisco.com/global/EMEA/career/grads/positions/cse/
Responsibilities as a level III Engineer:
- Troubleshooting and resolving simple to complex network problems across a broad range of technologies for customers all over the world.
- Simulate and recreate customer’s problems and compatibility issues in labs to find the resolution.
- Provides technical guidance to TAC customers and Advanced Services.
- Dealing with escalations internally in the team.
- Acting as a mentor for newly hired engineers and being their point of contact for any matter, technical or job handing related.
- Provide basic networking, security and VPN training for the newly hired engineers.
- Provide and relay core knowledge technology and advanced technology keywords training provided by the escalation team to other team members.
- Participate in the interviewing system for hiring new TAC engineers.
- Assist in the hiring cycle by participating in technical assessment sessions, and provide input to the management on the technical abilities of the candidate(s).
160 hours plan where you have to work on computer architecture and how it works. it also includes materials related to computer programming, networks, security and a vast collection of topics related to the technology market.