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 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 are required.
Responsibilities:
- Provide Technical Support for all Extreme Products with an emphasis on Extreme's Cloud and Wireless Technologies.
- 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 Utilize 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
Technical Skills:
- Good knowledge of Wireless and Cloud Networking Technologies
- Working knowledge of Routing & Switching.
- Working knowledge of Ethernet, TCP/IP and SNMP.
- Network Management Systems knowledge is a plus.
- Knowledge in Windows and UNIX OS.
- 3 years’ experience working directly with customers
- 2 or more years work experience supporting multi-layer networks
Top Skills
What We Do
Extreme Networks, Inc. (EXTR) is a leader in cloud networking focused on delivering services that connect devices, applications, and people in new ways. 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.
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