Extreme Networks

Technical Support Engineer

Extreme Networks

full-time

Posted on:

Origin:  • 🇺🇸 United States • North Carolina

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Job Level

Junior

Tech Stack

CitrixCloudDNSLinuxSFDCTCP/IPUnixVMware

About the role

  • 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
  • Work weekends occasionally and travel up to 5%

Requirements

  • 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
  • ENA, ENS, CCNA, CWNA or similar Technical Level of Certification (preferred)
  • 1 year experience working in a Call Center or Service Center (preferred)
  • General knowledge of routing protocols concepts such as RIP, OSPF & BGP (preferred)
  • General knowledge of Wireless Networks and Security Protocols (preferred)
  • Familiarity with Windows Servers, Active Directory, IAS/NPS Radius, DHCP and DNS (preferred)
  • Familiarity with virtual machines & virtualization (VMware, Citrix, Red Hat, Microsoft) (preferred)
  • Excellent written, verbal communication, interpersonal and presentation skills
  • Ability to function effectively in ambiguous circumstances
  • Shares information and communicates clearly with team members; encourages and accepts feedback
  • Strong research skills, emphasizing examining previous cases and applying that knowledge
  • Excellent team player and 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