Candidates for this role can be located in the UK or Czech Republic.

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.   

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. 

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

 

 

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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

Examples include: xSTP (STP, RSTP, or MSTP), IGMP, PIM, LACP, SLPP, IS-IS, SPBM, OSPF, MPLS, VRRP and BGP

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

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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.