Technical Support Engineer-Switching

Reading, United Kingdom /
Services – Services /
/ Hybrid
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.

Technical Support Engineer-Switching 
Candidates for this role can be located in the UK or Czech Republic.

Extreme Networks Service and Support
Extreme Networks is seeking people that celebrate and drive innovation. Long recognized by industry experts as a technically visionary company, Extreme Networks delivers software-driven networking solutions that help IT departments meet the challenges of today’s business environment.   We are able to build strong customer relationships through our employees and via our extensive partner network. It is with our product portfolio capabilities that we win and maintain our customers, however, it is with our industry leading Services and Support team which is 100% in sourced, that we have created and maintained a loyal customer base.   
GTAC (Global Technical Assistance Center)
Extreme Networks, Inc. is setting a new standard for providing superior customer experience by delivering network-powered innovation and market leading service and support.  The Global Technical Assistance Center provides direct access to knowledgeable Technical Support Engineers via phone or the web portal.  We strive to ensure the majority of our customer issues are resolved without requiring a second level of escalation.  We are a global organization, with locations around the globe supporting customers 24x7x365. 
GTAC Engineer Responsibilities
Providing excellent Customer Service is the primary responsibility of this job.  The GTAC engineer for Extreme Networks troubleshoots and resolves configuration, network, and software issues, by utilizing their peer network, an extensive knowledgebase, and the software development team.  The GTAC engineer will continue to develop technical expertise in areas relevant to Extreme Networks, and use that expertise to provide guidance to customers, partners and peers.  A successful candidate will have excellent troubleshooting and communication skills, and must be able to handle multiple issues in an organized manner.  The individual will also have the responsibility of creating and updating information in our CRM Solution and knowledge base.    Weekends, On-Call and some travel for onsite support may be required
Required Experience and Skills:
Provide Support for partners and end customers via telephone, e-mail, and web
Analyze problems and identify solutions by utilizing databases of existing issues, debugging tools and simple or moderate lab simulations
Ensure escalations and handoffs are efficient by documenting cases clearly and completely
Develop subject matter expertise and train/mentor others
Excellent communication skills (verbal and writing), ‘soft skills’ and problem solving capabilities
Ability to multitask several issues and projects simultaneously
ENA, CCNA, MCP or similar Technical Level of Certification
General knowledge of Wireless (WiFi) networks
Experience with tools such as Ekahau a plus
User knowledge of Windows and/or LINUX operating systems
General knowledge of networking protocols
Ability to perform Packet capture analysis
Strong troubleshooting skills
Understanding of programming logic
3 years’ experience working directly with customers in any industry
2 or more years work experience supporting multi-layer networks

Extreme 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 ever gaining a foothold in our organization. Whether blatant or hidden, barriers to success have no place at Extreme Networks.