Senior Associate Technical Support Engineer
Job Summary
Job Description
Extreme Networks is seeking a Technical Support Engineer (TSE) to provide excellent technical support and customer service to their global customers who rely on cloud-driven networking solutions. The TSE will be the primary point of contact, assisting and guiding customer experiences. The role involves troubleshooting Extreme products, primarily wireless and NAC, handling service requests via phone, email, and web, managing escalations, and updating knowledge bases. The ideal candidate will have NOC and/or TAC experience, strong customer skills, a desire for technical development, and proficiency in networking technologies. This position requires native-level Japanese and English communication skills.
Must have:
- Native Japanese speaking and writing skills (JLPT N1)
- English speaking and writing for internal communication
- Deep understanding of IEEE802.11 and WiFi standards
- Troubleshooting knowledge/experience with NAC
- Experience implementing 802.1x SSID
- Ability to troubleshoot networking problems
- General knowledge of Ethernet, LAN/MAN/WAN
- Basic knowledge of TCP/IP protocol
- 1 year of direct customer experience
- Knowledge in Windows and Linux/UNIX
- Ability to utilize the scientific method for problem-solving
- Excellent communication and interpersonal skills
- Ability to function effectively in ambiguous circumstances
- Strong research skills
- Excellent team player and ability to work independently
- Proven crisis management and leadership skills
- Proven planning, prioritization, and organizing skills
- Ability to multitask critical issues
- Self-motivated and proactive
Good to have:
- CCNA, CWNA or similar technical certification
- 1 year experience in a Call Center or Service Center
- General knowledge of routing protocols (RIP, OSPF, BGP)
- General knowledge of Wireless Networks and Security Protocols
- Familiarity with Windows Servers (Active Directory, IAS/NPS Radius, DHCP, DNS)
- Familiarity with virtual machines and virtualization (VMware, Citrix, Red Hat, Microsoft)
- Active Cisco Certified Network Professional (CCNP)
- Experience with Salesforce.com's Service Cloud
- Experience developing KB solutions via KCS methodology
- Ability to deliver technical support via social-collaboration
11 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 *Focused products will be wireless and NAC
· 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
Mandatory Language Skills:
· Japanese speaking and writing skill as native level (JLPT N1 level)
· English speaking and writing for internal communication.
Technical Skills Requested:
· Deep understanding for IEEE802.11 and Wifi standard, and troubleshooting knowledge/experience
· Deep understanding how NAC(Network Access Control) works, and troubleshooting knowledge/experience.
· Experience for implementing 802.1x SSID.
· 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:
· 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
Extreme Networks, Inc. (EXTR) creates effortless networking experiences that enable all of us to advance. We push the boundaries of technology leveraging the powers of machine learning, artificial intelligence, analytics, and automation. Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions and rely on our top-rated services and support to accelerate their digital transformation efforts and deliver progress like never before. For more information, visit Extreme's website or follow us on Twitter, LinkedIn, and Facebook.
We encourage people from underrepresented groups to apply. Come Advance with us! In keeping with our values, no employee or applicant will face discrimination/harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on “protected categories,” Extreme Networks also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our organization. Whether blatant or hidden, barriers to success have no place at Extreme Networks.
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