Technical Support Engineer
| Company | Extreme Networks |
|---|---|
| Location | Raleigh, NC, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Entry Level/New Grad, Junior |
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
Responsibilities
- 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
- Weekends and some travel (5%) required
Preferred Qualifications
- ENA, ENS, 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)