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Network Support Engineer Ii
hace 1 semana
The Challenges You Get to Accomplish
Do you take pride in excellent and quality customer success? Then this could be an exciting opportunity for you.
For many of our customers, our Global Support Centers are the first port of call when facing an IT or networking crisis.
This hub of fast and reliable F5 specialist help us keep our customer satisfaction scores consistently above 9.0 (and higher) out of 10.
We are seeking a dynamic Network Support Engineer II (NSE II) who prides themselves as a credible and knowledgeable Enterprise Support professional.
You'll be handling multiple active cases of diverse scope where analysis of customer network environments and customer specific data requires a review of identifiable factors, arrive at a conclusion which can either be a workaround, restore or resolve the customer's problem with keeping customers satisfied.
You'll exercise excellent judgment within an ISO certified quality management system set of defined procedures in order to select the best approach among several possible methods and techniques, to build a plan of action and take appropriate action.
- The job is a hybrid opportunity located in Guadalajara, Mexico. You must be willing to work in the office 30 days per quarter (10 times per month)_
Your Day-to-Day- Our ideal teammate would be someone who is creative and independent thinkers as you will receive little day to day instructions on your work, and general instructions on new projects or assignments.- Demonstrates good judgment to select the best methods and techniques to provide a diverse scope of technical support (Level 1 to Level 3) to resolve problems and hardware and software issues on F5 product and services, based on data analysis of a complex set of customer specific factors.- Proactively and effectively communicate status, plan-of-action, and resolution of issues based on an ISO Quality Management System defined a set of procedures.- Provides F5 customers and partners with a consistently high-quality support experience- Participates in ongoing training with F5 products and related technologies- Maintains high schedule adherence (work hours and on-phone time)- Effectively handles case escalations to tier 3 (Engineering Services) while maintaining customer communication, with limited assistance/mentoring from senior support personnel or management- Manages multiple routine cases and prioritizes based on customer and business needs- Collaborate with other Senior Network personnel and build strong working relationships with peers, Escalation Engineers, and Managers, or other related F5 departments. As a valued member, you should be proficient with a number of troubleshooting tools and equipment in the course of providing resolutions to cases.- Your excellent customer service skills together with experience supporting corporate customers and service providers in production environments.- Hands-on technical experience preferred with internetworking/data center operations including WAN operations (e.g.
Siebel experience preferred.- Analytical thinker with good attention to detail- Must be able to read, write and speak English fluently, including technical concepts and terminology.
Multiple language skills a plus.- Should effectively relay technical information to customers of varying skill levels, including senior technical customer levels.
Qualifications:
- Hold a Bachelor's degree (or equivalent related experience)
- Showcase 5+ years of experience in a professional technical support role or equivalent experience, working with relevant technologies
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