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.