Network Support Engineer


Premium Job From F5 Networks

Recruiter

F5 Networks

Listed on

7th February 2019

Location

Surrey

Salary/Rate

Competitive

Salary Notes

Competitive

Type

Permanent

This job has now expired please search on the home page to find live IT Jobs.

Our Employees

Are valued and empowered, collaborative and team oriented, innovative in their approach and passionate about their work. They are reliable, trustworthy and open with a high level of integrity. They value diversity, are inclusive and are committed to a global mind set.

Position Summary

The Network Support Engineer II (NSE) provides remote technical assistance on F5 products to internal and external customers and F5 partners. NSE II's handle multiple active cases of diverse scope where analysis of data requires evaluation of identifiable factors and provide daily customer communication via phone and email. Networks with senior internal and external personnel in own area of expertise. Work hours are scheduled shifts corresponding to forecasted customer activity. NSE II's exhibit strong competence utilizing a number of troubleshooting tools, facilities and equipment in the course of providing resolutions to cases. NSE II's provide good communication to our customers and accept ownership of issues until a resolution is delivered, providing high customer satisfaction.

Responsibilities

Provides Level 1 and Level 2 technical support to troubleshoot and resolve hardware and software issues on F5 device

Actively collaborates with peers troubleshooting issues

Proactively and effectively communicates status, plan-of-action, and resolution of issue

Provides F5 customers and partners with a consistently high-quality support experience

Participates in on-going training with F5 products and related technologies

Maintains high schedule adherence (work hours and on-phone time)

Effectively manages case escalations to tier 3 (Engineering Services) while maintaining customer communication

Manages multiple cases and prioritizes based upon customer and business needs

Follows standards-based processes defined in F5's Quality Management System (QMS)

Performs additional projects as required

Qualifications

Demonstrated experience in a technical support role, working with relevant technologies

Support experience with enterprise-level corporate customers in production environments preferred

BA/BS degree or equivalent experience preferred

Hands on technical experience with and very knowledgeable on LAN/WAN operations, Network protocols, UNIX or Linux Operating systems, and/or networking hardware required.

Intermediate understanding of TCP/IP protocols and the OSI model

Proficient with Windows OS

VLAN - setup and implementation.

Knowledge of DNS protocol/BIND

Able to work with moderate supervision

Proven track record in a team environment

Experience with NetApp/EMC and other data storage systems preferred (for Data Solutions focus)

Experience with WAN optimization applications a plus (for WANOpt focus)

Experience with Siebel Case Management(SCM) preferred

Analytical thinker with strong attention to detail

Must be able to read, write and speak English fluently, including technical concepts and terminology. Multiple language skills a plus.

Must be able to relay technical information to customers with varying skill levels

Physical Demands and Work Environment

Duties are performed in an office environment while sitting at a desk or computer table. Ability to utilize a computer keyboard. Communicate on the telephone via headset. Ability to read material on computer monitor

US based technical training will be required as part of the onboarding for this role.

Sunday to Thursday working week preferred for this role.

F5 Networks is an equal opportunity employer and strongly supports diversity in the workplace.

 

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