Senior Network Operations Specialist
hace 4 semanas
We're seeking an experienced and talented individual to join our team as a Global Technical Support Lead. This is an exciting opportunity for someone who is passionate about delivering exceptional customer experiences and has a strong background in network operations.
About Us:
We're F5, a leading provider of application delivery networking solutions. Our mission is to make the lives of our customers and their customers better. We prioritize a diverse community where each individual can thrive.
The Role:
As a Global Technical Support Lead, you will be responsible for providing remote technical assistance on F5 solutions to internal and external customers. You'll handle multiple active cases of diverse scope, analyzing customer network environments and data to arrive at a solution. You'll exercise excellent judgment within our ISO-certified quality management system to select the best approach and take action.
Your Day-to-Day:
You'll work independently with minimal day-to-day instructions, receiving general guidance on new projects or assignments. As a creative and independent thinker, you'll demonstrate good judgment to select the best methods and techniques to provide technical support, resolving problems and hardware/software issues on F5 products and services.
Key Responsibilities:
- Proactively communicate status, plan-of-action, and resolution of issues based on our defined procedures.
- Provide high-quality support experiences to F5 customers and partners.
- Participate in ongoing training with F5 products and related technologies.
- Maintain high schedule adherence (work hours and on-phone time).
- Effectively handle case escalations to tier 3 while maintaining customer communication.
- Manage multiple routine cases and prioritize based on customer and business needs.
- Collaborate with Senior Network personnel and build strong working relationships with peers, Escalation Engineers, and Managers.
What You Bring to the Team:
- Excellent customer service skills and experience supporting corporate customers and service providers in production environments.
- Hands-on technical experience with internetworking/data center operations, WAN operations, network protocols, TCP/IP, OSI Model, UNIX/Linux operating systems, VMware/hypervisors, and network hardware.
- Proficient with Windows OS and able to read, write, and speak English fluently, including technical concepts and terminology.
- Ability to effectively relay technical information to customers of varying skill levels.
Qualifications:
- Bachelor's degree (or equivalent related experience).
- 5+ years of experience in a professional technical support role or equivalent experience, working with relevant technologies.
Location: Guadalajara, Mexico
Salary Range: $60,000 - $80,000 per year
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