TECHNICAL SUPPORT ENGINEER 10103

7 hours 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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