Network Support Engineer III (F5)

Milestone Systems, Inc - Minneapolis, MN4.0

Full-timeEstimated: $57,000 - $76,000 a year
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EducationSkills
Job Description:
Job Summary
This role provides remote technical assistance on F5
products and specifically on BIG-IP Application Security
Manager (ASM) and/or Access Policy Manager (APM) to
Milestone customers. This entails application security
and secure remote access to corporate networks and
resources, Web Applications proxying, Mobile Device
Management (MDM), VDI and AAA protocols.
Network Support Engineers exhibit strong competence
utilizing a number of troubleshooting tools and
equipment using fundamental troubleshooting skills
obtained through performance of the role to define and
isolate technical issues, manage multiple service
requests, provide timely communication via phone and
email to our customers and accept ownership of issues
until resolution is delivered. The NSE typically spends
between 5 and 6 hours per day supporting customers over
the phone.
Essential Duties & Responsibilities
  • Provides Level 1 & Level 2 technical escalation
support to troubleshoot and resolve hardware and
software issues on F5 devices.
  • Actively collaborates with peers troubleshooting
issues.
  • Effectively manages case escalations to Tier 3 while
maintaining customer communication.
  • Proactively and effectively communicates status, plan
of action and resolution of issue.
  • Participates in on-going training with F5 products and
related technologies.
  • Work with customers, internal staff, and L3 vendor
partners to provide excellent customer service and meet
SLA.
  • Utilizes various troubleshooting tools, facilities and
equipment at Milestone Systems to replicate/solve
customer issues: VMWare, httpwatch, Wireshark, etc.
  • Sets customer expectations as necessary, and accepts
ownership of customer issues until a solution is
achieved providing complete customer satisfaction.
  • Work with customers at varying levels of experience or
technical capability under varying time constraints.
Able to communicate highly technical information to
technical and non-technical audience.
  • Utilizes an Issue Ticket tracking software to capture
each request.
  • Provide exceptional customer service to all callers.
  • Normal work hours with evenings and weekends on a
rotating basis.
  • Performs additional projects and other related duties
as required or assigned.
  • Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential
functions.

Job Requirements:
Qualifications
Education
  • High School diploma, or equivalent experience/combined
education, with additional specialized technical
training equivalent to a technical Associate degree
and/or demonstrated ability to perform assigned
technical/para-engineering tasks and 4 years of
experience
Experience
  • 3-5 years’ experience working with LAN and WAN
topologies, TCP/IP protocol, SSL/TLS, OSI Model,
firewalls, routers and switches required.
  • 3-5 years’ work experience in a technical support role
working with relevant technologies: load balancing,
DNS/BIND, application security, IPV6, proxy, NTLM and/or
Kerberos.
Knowledge, Skills & Abilities - general
  • Deep knowledge of web protocols and languages: HTTP/S,
HTML, PHP, Javascript, SSL/TLS, Open SSL, ISS, Apache
  • Experience developing and debugging web applications.
  • Hands-on experience using debugging tools such as:
HttpWatch, Live HTTP Headers, Fiddler, Firebug.
  • Experience with any of the following scripting
languages: PERL, TCL, Bash, PHP.
  • Current F5 201 and either 303 (ASM) or 304 (AOM)
certification or the ability to pass tests and be
certified within a specific time frame.
  • Knowledge of advanced troubleshooting methodologies.
  • Highly professional, customer oriented team player
that is able to work and communication with both
technical and non-technical personnel.
  • Ability to work flexible hours and on call on a
rotating basis covering 24/7 environments.
  • Solid system-level understanding of Linux/Unix
operating system.
  • Microsoft XP, Microsoft Server, and Red Hat Linux
experience preferred.
  • Industry certifications would be a plus (i.e. A+,
Network+, etc.).
  • Strong problem solving and analytical skills.
  • Strong customer focus and orientation.
Knowledge, Skills & Abilities – ASM
  • WAF experience: F5 ASM, Imperva, SecureSphere,
Fortinet FortiWeb, Citrix AppFirewall, etc.
  • Knowledge of application vulnerabilities: OWASP Top 10
  • Experience with web application vulnerability
scanners: WhiteHat, Cenzic, Qualys, etc.
Knowledge, Skills & Abilities – APM
  • Experience with SSO, Forms-based and HTTP Basic
Authentication.
  • Intermediate knowledge of Microsoft Enterprise suite
(Exchange, Sharepoint, etc.) and Windows Server
administration and troubleshooting utilities.
  • In-depth understanding of SSL VPN solutions.
  • Basic theoretical and working knowledge in AAA
protocols (i.e. AD, LDAP, Radius, Kerberos, NTLM).
Specific Skills
  • Superior oral, written and interpersonal communication
skills.
  • Ability to multi-task.
  • Ability to work independently and in a team
environment.
  • Computer proficiency (MS Office Suite, CRM (i.e.
SalesForce, NetSuite, Oracle, etc.)).
Requirements
  • Ability to lift up to 50 pounds as position may
require racking and stacking of server and network
equipment.
  • Ability to work in a 24/7 working environment
including participation in on-call activities.
  • Must pass criminal background and drug testing
requirements.