TECHNICAL SUPPORT ENGINEER 10103

1 week ago

Chennai, Tamil Nadu, India Extreme Networks Full time ₹ 4,50,000 - ₹ 9,00,000 per year

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, 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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