Essential Functions:

• Primarily working with Extreme routers and switches, HPE Aruba and Juniper to a lesser degree 
• Be a 3rd level resource for our Tech Support engineers
• Collaborates and Consults with customers, vendors, and contractors to provide expert technical solutions in support of contracts in a fast pace and demanding environment
• Follows up with customer contacts to ensure satisfactory resolutions
• Reports findings, tracks progress, and documents customer communication within incident management system
• Manages workload in a manner that meets defined Service Level Agreements
• Develops positive working relationships with internal and external customers

Additional Specific Duties and Responsibilities

• Performs On-call rotation with team members

Required Qualifications

• 7+ years of experience in technical support role
• Must possess excellent oral and written communication skills in English
• Must possess Extreme Networks Certified Specialist Certification
• Heavy experience with Extreme routers and switches (VOSS Required, ERS/EXOS/VSP) 
• Strong experience with SPB (Fabric)
• Strong Experience with Extreme XIQ-SE, ExtremeCloudIQ, and Extreme Control
• Strong knowledge of Layer 2, Layer 3 routing protocols VRRP, VXLAN, BGP, OSPF etc.
• Strong knowledge of security protocols and best practices 
• RF Experience in Wireless 802.11 a/b/g/n 
• Data Center routing and switching experience preferred 
• Strong verbal, written and interpersonal communication skills 
• Strong account management and customer communication skills
• Ability to work in fast paced, dynamic environment 
• Ability to handle multiple priorities and tasks simultaneously with minimal supervision 
• Extreme commitment to customer service and enhancing the customer experience 
• Excellent computing skills 
• Ability to learn and effectively utilize customer support tools/resources
• Demonstrate high standards of conduct and ethics as well as appropriate judgement, independence, and discretion