TECHNICAL SUPPORT ENGINEER 10103 - Switching/Routing- TAC Support

Extreme Networks is seeking a Technical Support Engineer for Switching/Routing TAC Support in Chennai, India. This role involves providing timely and accurate technical assistance for Extreme Network products via phone, troubleshooting network problems, replicating field issues in a lab, and maintaining accurate records. The engineer will also contribute to the knowledge base and adhere to service policies. This is a full-time, hybrid position requiring a minimum of 4 years of experience in network engineering technical support.

Must Have

• Provide timely and accurate technical assistance/support via phone for Extreme Network products.
• Probe and define customer's network problems and prepare Plan of action.
• Maintain deep subject matter expertise on several Extreme's products.
• Replicate Field technical issues in LAB environment.
• Use Call Management (CRM) software system to maintain accurate on-line records.
• Utilize and regularly contribute towards the knowledge-based management system.
• Able to work on early morning shift to cover the APAC region.
• Willing to work during weekends on a rotational basis.
• Minimum of 4+ years’ experience in Technical Support (Network Engineering).
• Experience with Wired (Switching/Routing).
• CCNA certification is required.
• Knowledge of TCP/IP, OSI model, Cisco IOS, Intermediate to Advanced Switching and Routing knowledge, Network trace analysis, 802.11 IEEE standards.
• Good knowledge on L1 & Switching (VLANs, STP, LACP, etc.), Routing (VRRP, Static Routing, OSPF, BGP, etc.), Network protocols (IGMP Snooping, DHCP, SNMP, etc.).
• Good Understanding and working experience on 802.1x authentication and Radius packet flows (EAP, EAP-TLS, PEAP).
• Excellent communications skills, oral, written and listening.
• Strong diagnostic and problem-solving skills.

Good to Have

• 802.1x Network security experience.
• More than three years of technical support role.

Basic Qualifications

• Minimum of 4+ years’ experience in Technical Support (Network Engineering) and relevant troubleshooting working with the following:
• Wired (Switching/Routing) – Definite requirement.
• 802.1x Network security – Preferred.

Scope of Responsibilities/Expectations

• Provide timely and accurate technical assistance/support via phone for Extreme Network products by using standard support tools and existing guidelines.
• Probe and define customer's network problems and prepare Plan of action to bring them to resolution within the SLA.
• Maintain deep subject matter expertise on several Extreme's products.
• Replicate Field technical issues in LAB environment. Use diagnostic aids, tools and appropriate lab equipment as necessary.
• Verify that problems are properly resolved before recommending change to customers.
• Use Call Management (CRM) software system to maintain accurate on-line records of all calls received and steps taken to resolve.
• Evaluate calls and determine customer entitlement/requirements to resolve the problem or transfer the caller/request to the proper department.
• Utilize and regularly contribute towards the knowledge-based management system.
• Provide input to supervisor on any customer discontent issues.
• Adhered to all policies, procedures and service offerings that affect both internal and external customers.
• Complete all assigned self-studies and formal training if required.
• Help promote a positive image of product, technical skills, and company commitment to provide quality service to our customers.
• Perform additional duties and responsibilities as assigned by supervisor/manager.
• Able to work on early morning shift to cover the APAC region.
• Willing to work during weekends on a rotational basis.

Specific Knowledge/Skills

• Associate degree or Technical Certification in Information systems and System/network troubleshooting or 3 years directly related career experience.
• CCNA certification is required.
• Knowledge of TCP/IP, OSI model, Cisco IOS, Intermediate to Advanced Switching and Routing knowledge, Network trace analysis, 802.11 IEEE standards is required.
• Good knowledge on the following protocols:
• L1 & Switching (VLANs, STP, LACP, etc.)
• Routing (VRRP, Static Routing, OSPF, BGP, etc.)
• Network protocols (IGMP Snooping, DHCP, SNMP, etc.)
• Good Understanding and working experience on 802.1x authentication and Radius packet flows.
• EAP
• EAP-TLS
• PEAP
• Excellent communications skills, oral, written and listening.
• Strong diagnostic and problem-solving skills and be able to interact effectively with customers to troubleshoot problems over the phone.
• More than three years of technical support role would be a plus.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.