Cloud Wireless Sr. Associate Technical Support Engineer-

Extreme Networks Named to Computerworld’s 2023 List of Best Places to Work in IT!Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions and rely on our top-rated services and support to accelerate their digital transformation efforts and deliver progress like never before and with double digit growth year over year, no provider is better positioned to deliver better outcomes on scale, than Extreme.We believe in “walking the walk” of our strong core values which enable us to successfully advance together. Diversity and Inclusion is a vital part of our values and beliefs, and we’re proud to foster an environment where every Extreme employee can thrive. Come become part of something big with us! We are a global leader, with hubs in North America, South America, Asia Pacific, Europe, and the Middle East.
A Sr. Associate Technical Support Engineer (TSE) is a key member to Extreme Networks service organization. A TSE is primarily responsible to delight our customers with excellent technical support and customer service skills. Additionally, the TSE serves as a liaison between the customer and the rest of the company to report product defects or other product related challenges.The ideal candidates will have outstanding customer skills and a very strong desire to learn and develop technically. Strong working knowledge in networking technologies is essential. Provide Technical Support for all Extreme ProductsInitial point of contact for customers wishing to log technical issues via phone, email, web or Self Service / Social portals.Responsible for providing customer updates and status reports.Ability to analyze, configure and troubleshoot large complex networks with mixed media and protocols.Effectively utilizing lab setups to duplicate and resolve customer problems.Basic analyze and evaluation of network traces with the corresponding protocols and operating systems.Analyze and evaluate system messages (logs)Documentation of all troubleshooting steps and actions taken in the case tracking systemDevelop content and Utilise the solutions knowledge database in troubleshooting processOrganization of equipment replacement (RMA) and Field Engineer Dispatches if required.Technical escalation of cases in cooperation with the Escalation Support Engineer (ESE) TeamDrive for continuous learning, results orientation and teamwork.Performing other required activities for the completion and maintenance of daily operating cycle of the company Technical Skills:Working knowledge of Routing & Switching.Working knowledge of Wireless Networking.Working knowledge of Ethernet, TCP/IP and SNMP.Network Management Systems knowledge is a plus.Knowledge in Windows and UNIX OS. Soft Skills:Excellent written, verbal communication, interpersonal and presentation skills.Ability to function effectively in ambiguous circumstances.Shares information and communicates clearly with team members to improve team effectiveness. Encourages and accepts feedback.Should be an excellent team playerProven planning, prioritization and organizing skills.Ability to multitask several critical issues simultaneouslySelf-initiated and seek opportunities for excellence pro-actively
#Hybrid-LIExtreme Networks, Inc. (EXTR) creates effortless networking experiences that enable all of us to advance. We push the boundaries of technology leveraging the powers of machine learning, artificial intelligence, analytics, and automation. Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions and rely on our top-rated services and support to accelerate their digital transformation efforts and deliver progress like never before. For more information, visit Extreme's website or follow us on Twitter, LinkedIn, and Facebook.
We encourage people from underrepresented groups to apply. Come Advance with us! In keeping with our values, no employee or applicant will face discrimination/harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on “protected categories,” Extreme Networks also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from