TECHNICAL SUPPORT ENGINEER 10103 - Switching/Routing- 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 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.