ISE High Touch Technical Consulting Engineer

Network Support Engineer – ISE

We are seeking a Network Support Engineer to join our team. Our ideal candidate will have expertise in security technologies and possess excellent problem-solving skills. As a Technical Support Engineer, you will provide tier 3 technical support to our client’s Federal and SLED customer base, troubleshoot and resolve complex technical issues, and contribute to lab work and personal development initiatives.

To be successful in this role, you must have US citizenship with the ability to obtain a clearance, and experience with ISE. You will also need excellent communication and facilitation skills, be a good listener, and able to influence and persuade customers.

REQUIREMENTS:

• Sole US Citizenship with the ability to obtain a clearance (no clearance needed to start)
• Experience troubleshooting Cisco ISE
• Resolution leader, problem-solving – troubleshooting methodology.
• This is a reactive role. 100% troubleshooting Cisco ISE

DAY TO DAY:

• Provide tier 3 technical support to Federal and SLED customers via phone, email, web, and remote access for security-related issues.
• Troubleshoot and resolve complex technical issues related to ISE
• Manage cases, including accepting cases, working cases, and closing cases in a timely and efficient manner.
• Aim to resolve at least one case per day and work towards clearing the backlog of 15 cases.
• Que time- time when they accept cases.
• Back log time
• Accepting cases, working cases, closing cases. Customer support and ability to calm the customer and build a trust, as trusted advisor within these technologies.
• Customers call when things are broken.
• Must have the ability to communicate and be calm under pressure, ability to dive into things.
• Engage in lab work and personal development initiatives to expand your technical expertise and contribute to the growth of the team.
• Collaborate with cross-functional teams to resolve issues and provide exceptional customer service.
• Document technical issues and resolutions in our knowledge base for future reference.