Technical Support Engineer
Job Summary
Job Description
As a Technical Support Engineer, you will be the first point of contact for customers, providing excellent technical support and customer service. Your responsibilities will include handling service requests via phone, email, and web, managing requests through research and problem-solving, updating information repositories, assisting with network configuration, and driving continuous learning. You will troubleshoot networking problems, deliver solutions, and ensure customer satisfaction. This role requires strong customer service and technical skills, with a focus on providing outstanding support for Extreme Networks products. Requires weekend work and some travel.
Must have:
- Provide technical support for Extreme products.
- Handle service requests from customers.
- Troubleshoot networking problems and deliver solutions.
- 1 year of experience working with customers.
Good to have:
- CCNP Certification.
- Experience in a Call Center or Service Center.
- Knowledge of routing protocols (RIP, OSPF, BGP).
- Familiarity with Wireless Networks and Security Protocols.
9 skills required
Job Details
Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions. They rely on our top-rated services and support to accelerate their digital transformation efforts and deliver unprecedented progress. With double-digit growth year over year, no provider is better positioned to deliver scalable outcomes than Extreme.
Inclusion is one of our core values and in our DNA. We are committed to fostering an inclusive workplace that embraces our differences and creates an atmosphere where all our employees thrive because of their differences, not in spite of them.
Become part of Something big with Extreme! As a global networking leader, learn why there’s no better time to join the Extreme team.
A technical support engineer (TSE) is a key member to Extreme Networks service organization. A TSE is primarily responsible to delight our customers with excellent technical support and customer service skills. Additionally, the TSE is the first point of contact for the customer, with a mission to assist and guide their experience.
The ideal candidates will have NOC and/or TAC experience, outstanding customer skills, and a very strong desire to learn and develop technically. Strong working knowledge in networking technologies is a plus.
Responsibilities include:
· Provide technical support for all Extreme products
· Handle service requests (via phone, e-mail, and web) from external and internal customers
· Manage service requests through research, problem solving, replication, and escalation
· Update information repositories and knowledge base
· Assist customers with basic network configuration and product information
· Drive for continuous learning, results orientation, and teamwork
· Weekends and some travel (5%) required
Technical Skills Requested:
· Able to troubleshoot networking problems and deliver solutions with a high level of customer satisfaction
· General knowledge of Ethernet, LAN/MAN/WAN networks
· Basic knowledge of the TCP/IP protocol
· 1 year experience working directly with customers in any industry
· Knowledge in Windows and Linux/UNIX
· Ability to utilize the scientific method to solve problems
· Active Cisco Certified Network Professional (CCNP)
· Experience delivering customer support through Salesforce.com's Service Cloud
· Experience developing KB solutions via a Knowledge-Centered Support (KCS) methodology
· Ability to deliver technical support via social-collaboration
Technical Skills Preferred:
· ENA, ENS, CCNA, CWNA or similar Technical Level of Certification
· 1 year experience working in a Call Center or Service Center
· General knowledge of any routing protocols concepts such as RIP, OSPF & BGP
· General knowledge of Wireless Networks and Security Protocols
· Familiarity with Windows Servers, with emphasis on Active Directory, IAS/NPS Radius, DHCP and DNS
· Familiarity with virtual machines & virtualization (VMware, Citrix, Red Hat, Microsoft)
Soft Skills Requested:
· Excellent written, verbal communication, interpersonal and presentation skills.
· Ability to function effectively in ambiguous circumstances.
· Shares information and communicates clearly with team members to improve team effectiveness. Encourages and accepts feedback.
· Strong research skills, with emphasis on examining previous cases and solutions, then applying that knowledge to a current issue
· Excellent team player as well as being able to work independently
· Proven crisis management and leadership skills
· Proven planning, prioritization and organizing skills.
· Ability to multitask several critical issues simultaneously
· Self-motivated and seeks opportunities for excellence pro-actively
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