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    Technical Support Team Lead - Chicago, United States - Cisco

    Cisco
    Cisco Chicago, United States

    2 weeks ago

    Cisco background
    Description

    "As a Network Support Lead, you will be highly available to guide, teach, and mentor our Network Support Engineers and provide feedback for the Support Organization."

    Meraki Support is seeking an exemplary individual that has mastered the skills of a top performing Network Support Engineer and is eager for the next step in their career as a Network Support Lead. You will have an amazing opportunity to further refine your existing skills by stepping away from individual case ownership and utilizing your experience and knowledge to lead others towards their goals as Network Support Engineers. We will actively challenge you to acquire new talents to complement your strong desire and ability to motivate and guide others.

    The Network Support Lead role requires a genuine passion for multi-functional strategy - incorporating aspects of networking and technical proficiency, Meraki product specificity, and Support process familiarity. We want you to work closely with your team to continuously provide and elicit radically candid feedback. Together, we will actively build a diverse, inclusive, and tight-knit team that is ready to respond to any challenge.

    Did we spark your curiosity as we shared this new and groundbreaking role? Does this bring focus to your career ambitions and help to crystallize your dreams of helping shape the best Support Team? If so, we encourage you to keep reading to learn more about the role that we've crafted to take Support to the next level

    Responsibilities

    • Be highly available to guide, teach, and mentor our Network Support Engineers
    • Drive growth and supervise performance of your team day to day
    • Schedule, attend, and facilitate team meetings on a local and global scale
    • Onboard new Network Support Engineers to the team
    • Provide continuous targeted training to Network Support Engineers to close technical, methodical, and soft skills gaps
    • Ensure that we are operationally staffed to serve Meraki's customers
    • Handle escalations as a resource of technical knowledge and troubleshooting methodology
    • Collaborate with Network Support Managers to:
    • Mentor and coach the team on their personal and professional goals
    • Establish, monitor, and review critical metrics
    • Survey and identify your team's critical feedback
    • Advocate the team's concerns to your Manager
    • Participate in Support's continued hiring through the technical interview process
    • Continuously provide radically candid and constructive 360 feedback to all Network Support Team members
    • Holidays & Weekends coverage may be required as we grow
    • Define and work towards your own personal development goals
    • Champion and prioritize professionalism and tact in all interactions
    • Reinforce existing and create new interoffice and interdepartmental relationships
    • Conduct semi-annual performance reviews

    Qualifications

    • Approximately 1+ year of experience on the Meraki Support Team as a Network Support Engineer
    • Exemplifies and upholds the Support Pillars of Empathy, Knowledge, Strategy, and Grit
    • Demonstrates Leadership skills amongst your peers
    • Superb customer service skills supported by exceptional English diction (Additional languages a plus)
    • Deep and detailed understanding of Support processes and policies
    • Good rapport with other teams, particularly Engineering, Product Management, and Sales
    • Outstanding analytical skills with a confirmed penchant for objectively focused decisions

    Responsibilities Time Break Down Sample

    Availability for Team (75%) [30 hours]

    General inquiries

    Queue Management

    Targeted Training

    Escalations

    Professional Development Time

    Meetings (20%) [8 hours]

    1:1's

    Meetings with Leads and Managers

    Interviews (5%) [2 hours]

    Why Cisco Meraki:

    We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to craft the technologies that give us connected cities, connected cars, and handheld hospitals. And we do it in style with unusual personalities who aren't afraid to change the way the world works, lives, plays and learns. We are encouraging leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco Meraki.

    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, encourage 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.

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