.Why you'll love Cisco? We change the World, we are passionate about our employer and the brand we represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real-world impact. You'll be part of a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired.What You'll Do? You will be part of Cisco's Catalyst Center (formerly DNA Center) technology support team consisting of the industry's brightest minds, developing and deploying today's most advanced Internet technologies. You'll gain insight on the detailed functionality of Cisco products and partners with all distributed elements of the service chain.Who You'll Work With? The Global Technical Center Americas provides both premium and highly technical support to customers in the Americas Region. Through collaborative tools, Intellectual Capital and world-class technical expertise, we deliver hardware and software solutions to our most critical customers. As hybrid cloud enables more choice in consumption models and addresses real business outcomes on top of infrastructure availability needs, the technical experts in GTC Americas are also evolving - to customer-centric, software-knowledgeable innovators, leveraging scripting, software and traditional network engineering troubleshooting methodologies.Roles and Responsibilities:Provide technical support for Software-Defined Access (SDA) environments to Cisco customers, partners, account teams, and other internal technical support teams.Handle a wide variety of technical support problems—from simple application or network configuration fixes to extremely complex troubleshooting and problem resolution.Utilize complex lab setups to recreate and solve problems.Submit complete and correct defect reports with collaboration and supervision.Work with minimal supervision and exercise judgment within defined procedures to determine appropriate action.Collaborate with other TAC engineers across technology boundaries to help drive quicker resolution where multiple technologies may be involved.Technical Qualifications:Troubleshooting experience of Catalyst 9000 switches.Solid foundations on troubleshooting wired networking technologies (MAC, ARP, DHCP, TCP/IP).Strong troubleshooting experience of LAN Switching and Routing Protocols (BGP, ISIS) and Multicast (IGMP & PIM).Hands-on experience with Cisco Catalyst Center, SD-Access (LISP, VXLAN, EVPN) and/or Cisco wireless technologies is a plus.Analyze traffic using tools such as Wireshark to identify and troubleshoot packet flows.Design and replication of complex customer issues in a lab environment