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 Products
Initial 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 system
Develop content and Utilise the solutions knowledge database in troubleshooting process
Organization of equipment replacement (RMA) and Field Engineer Dispatches if required.
Technical escalation of cases in cooperation with the Escalation Support Engineer (ESE) Team
Drive for continuous learning, results orientation and teamwork.
Performing other required activities for the completion and maintenance of daily operating cycle of the company
- 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.
- 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 player
Proven planning, prioritization and organizing skills.
Ability to multitask several critical issues simultaneously
Self-initiated and seek opportunities for excellence pro-actively
About Extreme Networks
There has never been a better time to join Extreme, after three acquisitions extending our portfolio and go to market strategy, we have seen enormous opportunity and growth within the regions. Aside from being a Technology Leader in the Gartner Magic Quadrant, we also adamantly promote an internal culture that truly embraces diversity, inclusion and equality in the workplace. Having Diversity and Inclusion as part of our core values and beliefs, we’re proud to foster an environment where every Extreme employee can thrive because of their differences, not despite them.