TECHNICAL SUPPORT ENGINEER 10103 - Switching/Routing- TAC Support at Extreme Networks

Chennai, Tamil Nadu, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Networking, TelecommunicationsIndustries

Requirements

Minimum of 4+ years’ experience in Technical Support (Network Engineering) and relevant troubleshooting working with Wired (Switching/Routing) – Definite requirement
802.1x Network security – Preferred
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
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 ability to interact effectively with customers to troubleshoot problems over the phone
More than three years of technical support role would be a plus
Able to work on early morning shift to cover the APAC region
Willing to work during weekends on a rotational basis

Responsibilities

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

Skills

Key technologies and capabilities for this role

SwitchingRouting802.1xNetwork TroubleshootingCCNACRMTAC Support

Questions & Answers

Common questions about this position

What certifications are required for this Technical Support Engineer role?

CCNA certification is required, along with an Associate degree or Technical Certification in Information systems and System/network troubleshooting, or 3 years of directly related career experience.

What are the key technical skills needed for this position?

The role requires minimum 4+ years in Technical Support with Wired Switching/Routing, knowledge of TCP/IP, OSI model, Cisco IOS, intermediate to advanced Switching and Routing, and protocols like VLANs, STP, LACP, OSPF, BGP, IGMP Snooping, DHCP, SNMP, plus understanding of 802.1x authentication.

What is the work schedule like for this role?

Candidates must be able to work early morning shifts to cover the APAC region and be willing to work weekends on a rotational basis.

What salary or compensation is offered for this position?

This information is not specified in the job description.

What makes a strong candidate for this Technical Support Engineer position?

Strong candidates have 4+ years in Technical Support with Switching/Routing expertise, CCNA certification, excellent communication skills, strong diagnostic and problem-solving abilities, and more than three years in a technical support role as a plus.

Extreme Networks

Provides advanced networking solutions and services

About Extreme Networks

Extreme Networks specializes in advanced networking solutions that optimize and secure network operations for a variety of clients, including educational institutions, retail businesses, government agencies, and healthcare facilities. Their products include network infrastructure such as switching and routing solutions, wireless connectivity, and data center fabrics, along with cloud-based services and advanced security measures. Extreme Networks differentiates itself by offering both hardware and software solutions, as well as professional and managed services that ensure efficient network operations. Their goal is to provide comprehensive support and training to help clients maximize their networking capabilities.

Morrisville, North CarolinaHeadquarters

1996Year Founded

$16.8MTotal Funding

IPOCompany Stage

Government & Public Sector, Enterprise Software, Cybersecurity, EducationIndustries

1,001-5,000Employees

Benefits

Competitive pay

Comprehensive healthcare

HSA

Life & disability insurance

Retirement plans

Employee stock purchase program

Tuition reimbursement

PTO

Wellness programs

Risks

Securities fraud lawsuit may damage Extreme Networks' reputation and investor confidence.

Complexity of AI integration could hinder adoption of Extreme Platform ONE.

Stiff competition in cybersecurity market may affect ZTNA solution's market share.

Differentiation

Extreme Networks offers AI-powered platformization with Extreme Platform ONE.

The company provides comprehensive networking solutions, including cloud and security integration.

Extreme Networks serves diverse industries, from education to healthcare and government.

Upsides

Growing demand for AI-driven network management boosts Extreme Networks' market potential.

Expansion of 5G networks increases need for advanced networking solutions.

Rising adoption of cloud-based solutions enhances Extreme Networks' scalability and flexibility.

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