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Kirill Groshev, Senior Engineer. Unified Communications. Cisco Technical Assistance Center

June, 2014

Oleg Karaman, Engineer. Network Consulting. Cisco Technical Assistance Center

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Customer Support in Cisco TAC

• TAC: Technical Assistance Center

• CSE: Customer Support Engineer

• Service Contract to support Cisco equipment

• Service Requests opened with TAC

• 24/7 support in Follow-the-Sun Model

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A typical day of a TAC Engineer

• Solving service requests (cases):

Troubleshooting using advanced tools (ex. Database, Webex)

Reproducing customer’s problem in the global lab

Collaboration and escalation with top engineers from around the world

Discussing software-hardware issues with development engineers

You are not alone: There is always someone who knows the answer you just need to find him/her

• Teamwork and collaboration

• Building knowledge database

• Learning (training, study, from cases)

Shift

Work on cases

Training

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Cisco Labs a.k.a. CALO

• Used for:

Complex recreates,

Trainings,

• Available 24/7 (RTP, SJ, BRU, BGL, SYD),

• Nearly all Cisco equipment available.

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Teams in Krakow TAC

• LAN Switching

• Architecture

• Security

• Unified Communications

• Network Managment Systems

• ...

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Why do I work for Cisco TAC?

• Best place to learn technology

• The most experienced engineers in Cisco and industry

• Trainings on both technical and soft-skills

• International environment

• CCIE

• Team spirit!

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Cisco Certification Paths

• http://www.cisco.com/web/learning/netacad/get_involved/careerPath.html

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Team spirit & events

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What’s next?

• New building(s) this year,

• Lab in Poland,

• Supported product portfolio increasing nearly every month,

• New technologies on the horizon,

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Q and A

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