Job Description

There has never been a better time to join Extreme, with several acquisitions extending our portfolio and go to market strategy, we have seen enormous opportunity and growth within the region.

Aside from being a Technology Leader in the Gartner Magic Quadrant, we also adamantly promote an internal culture that truly embraces diversity, inclusion and equality in the workplace. Having Diversity and Inclusion as part of our core values and beliefs, we're proud to foster an environment where every Extreme employee can thrive because of their differences, not despite them.

Basic Qualifications

Degree, Diploma or Technical Certification or 5+ years technical support experience in lieu of Degree.
Minimum of 5+ years IT system administration troubleshooting working with one of the following:
Wired (Switch/Router)
Wireless network
IP & 802.1x Network security

Scope of Responsibilities/Expectations
Provide timely and accurate technical assistance/support via phone for Extreme Network products by using standard support tools and existing guidelines.
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 shift. 24/7 shift which including Morning, Noon and Night shift.

Specific Knowledge/Skills
Associates Degree or Technical Certification on Information systems and System/network troubleshooting or 5 years directly related career experience.
CCNA or CWNA certification is preferred.
Knowledge of TCP/IP, OSI model, Cisco IOS, Switching and Routing, 802.1x Network security, Network trace analysis, VOIP, 802.11 IEEE standards, WLAN topologies
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.
Good language proficiency in Japanese or Mandarin will be a plus.
Experience on core IP routing (OSPF, BGP, Multicast, etc.)
Experience on either wire or wireless network deployment project would be a plus
ers to success have no place at Extreme Networks.

Extreme Networks, Inc. (EXTR) creates effortless networking experiences that enable all of us to advance. 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.

We encourage people from underrepresented groups to apply. Come Advance with us! In keeping with our values, no employee or applicant will face discrimination/harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on "protected categories," Extreme Networks also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our organization. Whether blatant or hidden, barriers to success have no place at Extreme Networks.