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 web portal. We continue to ensure the majority of our customer issues are resolved without requiring escalation.
GTAC Support Engineer
The GTAC engineer for Extreme Networks troubleshoots and resolves configuration, network, and software issues while utilizing resources of peers, knowledgebase, and software development. The GTAC engineer will continue to develop technical expertise in areas relevant to Extreme Networks and use it to provide guidance for customers and peers. A successful candidate will have excellent troubleshooting and communication skills, and must be able to handle multiple issues in an organized manner.
Responsibilities:
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Provide Support for partners and end customers via telephone, e-mail, and web
- Ability to manage a high work volume with time bound constraints
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Analyzes problems and identifies solutions by utilizing databases of existing issues, debugging tools and simple or moderate lab simulations
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Provide Tier 2/3 technical expertise in resolving IP/SP product issues
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Ensures escalations and handoffs are efficient by documenting cases clearly and completely
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Escalate and collaborate with Software and/or Hardware Engineering to see the problem through to resolution
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Develop subject matter expertise and train/mentor others
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Use troubleshooting skills to: perform lab replications, research more difficult problems, test engineering provided fixes to ensure the solution resolves the customer problem
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Travel to provide onsite support when needed
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Be able to work on a weekend rotation
Education:
- BS (preferably in computer science) is preferred but not necessary if candidate has commensurate experience working with Wireless, Switching, Routing and Management Solutions and technologies in a Technical Services and/or Support position.
Required Experience and Skills:
- Minimum 3 or more years work experience supporting multi-layer networks
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Experience designing, configuring and troubleshooting Enterprise Switching and Data Center environments
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Hands on experience with troubleshooting tools such as Smartbits and IXIA
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Knowledge of SAN and Layer 2/3 networking protocols
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Examples include: STP, ERPS, IPV6, VRRP, IS-IS, OSFP, BGP and MPLS
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Understands programing logic
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Can work in a team environment and establish good rapport with peers and customers·
- Holds one or more Technical Certifications
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BCNE or BCNP is highly preferred
Extreme Networks provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, pregnancy, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
