Network Support Engineer, Auckland

1 week ago

Auckland City, New Zealand f5 Full time

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

**Primary responsibilities**:

- Demonstrates excellent judgement to select the best methods and techniques to provide technical support (Level 2 to Level 3) to fix and resolve hardware and software issues on F5 product and services, based on data analysis of a highly complex set of customer specific factors.
- Proactively and optimally communicates status, plan-of-action, and resolution of issues based on an ISO Quality Management System defined set of procedures.
- Provides F5 customers and partners with a consistently high-quality support experience
- Work closely to advise Queue Leads to help in the triage/assessment of customer cases to assign cases to NSEs.
- Participates in ongoing training with F5 products and related technologies.
- Maintains high schedule adherence (work hours and on-phone time).
- Optimally handles case escalations to tier 3 (Engineering Services) while maintaining customer communication, with limited assistance/mentoring from senior support personnel or management.
- Handles multiple highly complex cases and prioritizes based upon customer and business needs.
- Responsible for upholding F5’s Business Code of Ethics and promptly reporting violations of the code or other company policies.
- Working closely with the Escalation Engineer Mentors (ENE Mentors), provide mentorship to less experienced NSEs within their workgroup/POD and the wider Network Support team in the center.
- Share specialist technical knowledge to Network Support via a variety of methods (e.g brown bag lunch and learn sessions, etc).
- Working with management, develop and improve NSE best practice training and help deliver training.
- Conduct NSE technical interviews for hiring new staff.
- Performs additional projects as the need arises.

**Qualifications**:

- 5 years or more experience in a professional technical support role or equivalent experience, working with relevant technologies.
- A Bachelors or equivalent.
- Certification to 301 level certification is expected at NSE Senior level in their core module area of expertise.

**Knowledge, skills and abilities**:

- Excellent customer service skills together with experience supporting corporate customers and service providers in production environments.
- Hands-on advanced level technical experience with at least two F5 products/modules and/or services, or have expert level technical experience with a single F5 product or equivalent technologies. Advanced exposure to internetworking/data center operations including WAN operations (e.g. high availability architectures, VLANS and Routing (L2/L3), DNS/BIND, Open SSL, Cryptography, virtualization, etc), Network Protocols, TCP/IP, OSI Model, UNIX or Linux (e.g. Redhat) operating systems, VMware or equivalent hypervisors and network hardware preferred. Potential for exposure to Network Security (e.g. Web Application Security, AAA, VPN, DDoS, Malware, Application Firewalls, etc) is expected.
- Proficient with Windows OS
- Able to work independently on complex work.
- Evidence of building strong internal/external relationships within a team environment.
- Experience with a main Customer Relationship Management system. Siebel experience preferred.
- Solid understanding of F5 processes as defined in the Quality Management System.
- Analytical problem solver with good attention to detail.
- Read, write and speak English fluently, including technical concepts and terminology. Multiple language skills a plus.
- Effectively relay technical information to customers of varying skill levels, including senior technical customer levels.
- Communicate effectively with management on special projects, including project updates, etc.
- Provide a positive role model for the NSE community in terms of pursuit of technical capability, customer engagement, productivity, and supporting new local or global management initiatives.
- Ability to look for areas for change and continuous improvement and help effect change.
- Create and deliver F5 solution oriented content and/or knowledge base materials to help in NSE training.

**Physical demands and work environment**:

- Duties are performed in a normal office environment while sitting at a desk or computer table. Duties require the ability to use a computer, communicate over the telephone via headset, and read printed material.
- Working in an environment where work hours are scheduled shifts corresponding to forecasted customers activity. This role may be required to work outside of core business hours, including early morning, late evening, overnight, weekends, and/or holidays as needed.
- Occasional travel may be required (5-10% of work time).

**Other amazing things about working at F5**:

- F5 supports the **freedom to work flexibly **with policies to support the many different needs and ways of working.
- Access to **mentoring and coaching development opportuniti

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