- Provide timely and accurate technical assistance/support via phone for Extreme Network products by using standard support tools and existing guidelines.

- Probe and define customer's network problems and prepare Plan of action to bring them to resolution within the SLA.

- Maintain deep subject matter expertise on several Extreme's products.

- Replicate Field technical issues in LAB environment.

- Use diagnostic aids, tools and appropriate lab equipment as necessary.

- Verify that problems are properly resolved before recommending change to customers.

- Use Call Management (CRM) software system to maintain accurate on-line records of all calls received and steps taken to resolve.

- Evaluate calls and determine customer entitlement/requirements to resolve the problem or transfer the caller/request to the proper department.

- Utilize and regularly contribute towards the knowledge-based management system.

- Provide input to supervisor on any customer discontent issues.

- Adhered to all policies, procedures and service offerings that affect both internal and external customers.

- Complete all assigned self-studies and formal training if required.

- Help promote a positive image of product, technical skills, and company commitment to provide quality service to our customers.

- Perform additional duties and responsibilities as assigned by supervisor/manager.

- Able to work on early morning shift to cover the APAC region.

- Willing to work during weekends on a rotational basis.

Specific Knowledge/Skills :

- Associate degree or Technical Certification in Information systems and System/network troubleshooting or 3 years directly related career experience.

- CCNA certification is required.

- Knowledge of TCP/IP, OSI model, Cisco IOS, Intermediate to Advanced Switching and Routing knowledge, Network trace analysis, 802.11 IEEE standards is required.

- Good knowledge on the following protocols :

- L1 & Switching (VLANs, STP, LACP, etc.

- Routing (VRRP, Static Routing, OSPF, BGP, etc.

- Network protocols (IGMP Snooping, DHCP, SNMP, etc.

- Good Understanding and working experience on 802.1x authentication and Radius packet flows.

- EAP.

- EAP-TLS.

- PEAP.

- Excellent communications skills, oral, written and listening.

- Strong diagnostic and problem-solving skills and be able to interact effectively with customers to troubleshoot problems over the phone.

- More than three years of technical support role would be a plus.