TECHNICAL SUPPORT ENGINEER 10103 SwitchingRouting- TAC Support

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 customers network problems and prepare Plan of action to bring them to resolution within the SLA.

Maintain deep subject matter expertise on several Extremes 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.

Key Skills

Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications

Employment Type : Full-Time

Experience : years

Vacancy : 1