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Extreme Networks
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TECHNICAL SUPPORT ENGINEER

TECHNICAL SUPPORT ENGINEER

Extreme Networks

4 - 9 years

16 - 18 Lacs

chennai

Posted:5 days ago| Platform:

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Skills Required

lacp igmp snmp network security technical support dhcp stp ieee crm ospf

Work Mode

Work from Office

Job Type

Full Time

Job Description

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.

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TECHNICAL SUPPORT ENGINEER