Overview:

The Cisco Advanced Lab Operations (CALO) organization maintains multiple network labs at locations worldwide.

These labs support Technical Assistance Centers (TAC) engineers around the world to resolve complex problems in

customer network environments, and thus are an integral component in providing world-class service to Cisco’s

customers.

CALO Lab engineers apply various technical methodologies, techniques and concepts and practically apply them in a

lab environment to resolve real production problems and outages. The lab engineer expands and deepens previously

acquired network experience, such as Cisco IP routing & switching, ACL & NAT, IP usage, IP sub netting, etc, and

learns how to apply these foundational skills in a commercial production lab setting with a wide range of state-of –the-

art, cutting-edge Cisco networking gear and technologies. The lab engineer recreates network environments in the

lab, based on requirements of TAC engineers. The lab engineer performs practical setup & configuration layer 1, 2

tasks, all while closely interacting with TAC engineers, and troubleshooting of technical problems that encountered

during setup.

Core Responsibilities:

 Monitor case queue for incoming new cases and case updates to meet SLAs

 Handling recreate cases: layer 1, 2 setup up & configuration of various routers, switches and network

segments based on TAC provided network topologies

 Reading network topology and building small networks using Cisco routers and switches

 Provide solutions within SLA time frame

 Downloading & installing of OS software/device images as requested

 Troubleshooting of technical problems that may be encountered while working cases

 Inventory management, such as scanning of existing network devices

 Installing new devices & equipment in the lab

 Handling case escalations & engage supervisor as needed

 Research technical solutions via existing online documentation

Technical Skills & Experience

 1 year of practical IT experience or customer support experience in an IT environment

 Foundational networking knowledge & experience, including network topologies & troubleshooting

 Performing basic router and switching configuration tasks (e.g. password recovery, basic ACL & VLAN

configuration, recovering devices from rommon)

 CCNA (or equivalent) level networking knowledge

 Exposure to programming concepts (e.g. Python)

 CCNA certification a plus

Soft Skills

 Excellent verbal and written communication

 Enjoys solving problems, and working in a fast-paced team environment

 Ability to prioritize tasks & keeping yourself organized

 Enjoys providing customer service & handling occasional escalations

 Strong sense of ownership, & desire to provide outstanding service

 Solid troubleshooting skills & methodologies

 Motivated, self-starter with the desire for continuous learning

Other

 Ability to work up to 6 feet overhead using a ladder

 Ability to lift up to 25 lbs without assistance

Work Locations & Shifts

Cisco Campuses in

 RTP, NC:

o Shift 1: 7:00 am – 16:00 pm

 o Shift 2: 15:00 pm – 00:00 am

o Shift 3: 23:00 pm – 8:00 am

 Richardson, TX: 9:00 am – 5:00 pm

 San Jose, CA: 9:00 am – 5:00 pm