• 0-2 years of experience supporting or troubleshooting LANs, VLANs, VPNs, devices, and DHCP servers.
• Foundational awareness of AI concepts and experience utilizing AI-powered tools or platforms in a technical support environment.
• Strong written and verbal English communication skills, combined with a desire to deliver strong customer service.

Preferred Qualifications

• Communicates and collaborates effectively with cross-functional teams and external partners, fostering strong working relationships within a supportive and inclusive environment.
• Excellent time management skills, demonstrating the ability to prioritize multiple tasks in time-sensitive situations, follow through on commitments, and maintain attention to detail.
• Interest in learning about and working with emerging AI technologies to enhance network support and automation.
• Working towards networking certifications such as CCNA, CCNP, CWNA, etc.
• Basic understanding and hands-on experience with core network technologies (e.g., firewalls, routing/switching, VLANs, VPNs, wireless, content filtering), including configuration and troubleshooting.
• Knowledge of networking protocols such as TCP, STP, ARP, Ethernet, OSPF, UDP, and RADIUS 802.1x.  is a bonus.

• 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, either over the phone or in writing.
• Diagnose and resolve a wide range of network-related issues.
• Investigate and resolve diverse network issues using AI-powered tools to enhance troubleshooting and automate workflows.
• Work closely with Escalations, Engineering, Sales, Product, and other Cisco teams to resolve critical issues efficiently.
• Keep up with the latest features and technology advancements by completing instructor-led and self-paced training modules, ensuring up-to-date expertise in product offerings.
• Expand technical skillset by completing AI-focused training, leveraging new tools for more efficient problem-solving.
• Proactively available resources and follow leadership guidance to develop professionally within your role whilst aligning with business objectives.
• Available to work weekends as part of a rotational schedule.

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