BI-LINGUAL Technical Support Engineer FLUENT IN PORTUGUESE AND ENGLISH
Customer Advocacy US
Initial Response TAC Center 7150 US
NOTE: MUST BE FLUENT IN PORTUGUESE AND ENGLISH
Extreme Networks is seeking people that celebrate and drive innovation. Long recognized by industry experts as a technically visionary company, Extreme Networks is preparing to make the next leap forward in networking technology – and you can help create the solutions that address the needs of businesses and governments worldwide.
Our employees are the key to the innovation that has made Extreme Networks a success. We provide an environment that is geared to reward creativity, innovation and teamwork. If you would like to unleash your creativity and your career - it’s time to join the Extreme Networks team and become an Extremist!
Responsibilities: - MUST be bi-lingual, FLUENT in Portuguese/English
•Provide remedial technical support for all Extreme products
•Ability to troubleshoot and solve complex networking problems and high profile customer situations
•Simulate and debug product related issues (both software and hardware), provide workarounds and work with Engineering to correct defects
•Ability to adapt and adjust work style depending on the customer type –customer from different Geo, your peer, engineering, etc.
•Become a technical expert in at least one technology areas:
oRouting/switching – VRRP, ESRP, EAPS, OSPF, BGP, etc.
oNMS – SNMP, EPICenter, sFlow, HP Openview, etc.
oWireless – Radius, CWNA, etc.
oSecurity – ACL, CISSP, etc.
•Willingness to travel up to 25%
You should be a willing participant in the expansion of your knowledge set, as well as, contribute to that of your co-workers to ensure an ever learning/sharing environment.
•AA or BS (preferably in computer science) or at least 3 to 5 years experience working with L2 and L3 Routing and Switching technologies in a Technical Services and/or Support position
Technical Requirements: - Mandarin Speaking Mandatory
The following bullets are requirements that position you best for success in this role.
•3 to 5 years work experience in Multiple Layer Switching or Network support
•Expert in Ethernet and TCP/IP
•Specialized in at least 3 specific networking technologies
•Knowledgeable with Windows and UNIX operating systems
•Excellent communication skills – Verbal, written and presentation skills
•Ability to handle difficult customers and major accounts
•Ability to adapt and use different work styles as different situation required
•Can work in a team environment and establish good rapport with peer and customers
•Any Public Technical Certification is very favorable
These skills will ensure consistent flow of workload, escalation and handoff of cases
•Must possess the ability to manage high work volume
•Must possess the ability to document cases to ensure escalation and turnover are efficient workflows
•Must understand the customers requirements, detect the customers attitude and manage the situation accordingly
•Possess the ability to verbally and orally communicate to Internal and External customers
With the use of these Key skills you will ensure the customer is managed in a courteous and respectful manner, while managing issues to closure.
•Excellent communication skills
•Knowledge of personality trait recognition
•Excellent writing skills
•Excellent presentation skills
•Ability to multitask several critical issues simultaneously
•Ability to be a leader
•Mentoring / Training skills
•Self initiated and seek opportunities for excellence pro-actively
Equal Employment Opportunity Employer
Technical Support Engineer - 4295
Extreme Networks does not accept unsolicited resumes from employment agencies. Extreme Networks is not responsible for any fees related to unsolicited resumes submitted to the Company.