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Infrastructure Support Engineer

Infrastructure Support Engineer


Infrastructure Support Engineer 

Location: Milan, Italy 


Common Responsibilities:

  • Successfully manages customer relationships
  • Supports delivery of service program to major Cisco customers .
  • Performs analysis of complex network designs.
  • Builds simulated networks in test labs to resolve complex problems and compatibility issues.
  • Conforms to service delivery of Advanced Services standards.
  • Questions ways of working and suggests improvements.
  • Provides remote or onsite deployment support.
  • Performs analysis and diagnosis of complex networking problems.
  • May perform customer facing presentations – QBR, Training, TOI.
  • May collaborate proactively with other NCE’s to ensure optimal use of resources to meet customer needs


Proactive Service & Support:

  • Assists customer with deployment of complex network tools and related Network Management Systems.
  • Reviews network requirements and High Level Design.
  • Reviews Low Level Design.
  • Reviews Implementation/ Change Management Plans.
  • Plans and executes complex Network Upgrade and Network Migration activity.
  • Works with clients, Account Team and Cisco resources on the strategy and deployment of most services and required Network Support Systems


Reactive Service & Support:

  • Troubleshoots and resolves complex customer network problems across a broad range of technologies.
  • Assures that major customer network problems across a broad range of technologies are properly and quickly resolved.
  • Acts as a focal point for all network problem resolution
  • Act as a guide to customer in complex incident and problem management Required Skills
  • Superior level knowledge in (1) of the following and strong knowledge in all other areas of: IP internetworking, LAN Switching, SAN, CDN, IP Routing protocols.
  • Superior level internetworking troubleshooting in a medium / large-scale network environment.
  • Ability to leverage technical expertise of others.
  • Knowledge of network management, network availability & capacity plan
  • Undertake support as designated Advanced Services engineer for medium/large-scale networks. Must possess good technical account management skills.
  • Good /Superior Consulting and communication skills
  • Knowledge of Cisco DC technologies (networking, servers and SAN), DNS, AAA, Firewalls, DHCP etc. and relevant Third party products: Cisco Nexus (all models) o Cisco ACI o Cisco UCS o Cisco MDS
  • VMWare and other virtualization DC technologies
  • Good understanding of IP network elements & protocols
  • Good understanding of SP DC architectures and services
  • Good understanding of Service Operation processes especially in Incident and Problem management Preferred Skills
  • Professional Level CCNP



Typically requires BS, CS or equivalent plus 3-5 years Cisco Network implementation, Network support, hands on installation in the LAN /DC network deployment. – 4-6 yrs. of experience in DC Network Operations – (preferred) experience in DC Network Operations with service provider Type and Size of Projects:

  • Leads and works on projects that are medium to large in scope with moderate complexity, which involves solutions integration.
  • Independently develops plans, coordinates and executes tasks.
  • Ensures commitments and deliverables are met. Recommends and initiates projects to benefit customer and Advanced Services objectives.



  • Ensures commitments and deliverables are met. Recommends and initiates projects to benefit customer and Advanced Services objectives.
  • Interface & Communication
  • Interfaces and works closely with others in a team environment to achieve common goals.
  • Provides technical guidance to customers, TAC, & Advanced Services. Works with Cisco Consultants to resolve customer problems.
  • Ability to make internal & external presentations Problem Solving
  • Solves moderate to highly complex, cross-functional issues. Excellent analytical skills for solving technical issues.


Core competencies:

  • Very good understanding of technology.
  • True Customer focus
  • Ability to work within a fast moving environment such as Cisco’s
  • Eager to learn and flexibility
  • Solid understanding of business process and requirements.
  • Excellent written and verbal communication skills.
  • Ability to technically manage small projects sections of large, complex projects. Be able to multi-task.
  • Strong technical presentation skills.
  • Ability to work successfully as a team member in a cross-functional matrix environment.
  • Strong understanding of all chosen current technologies and good understanding of emerging technologies.
  • Strong understanding of business impact of technology.
  • Proven technical project management skills.
  • Strong technical presentation skills to all levels.
  • Continuous improvement


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