Network Support Engineer

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

Role Overview:
The Network Support Engineer II (NSE II) is a seasoned and experienced Enterprise Support professional who provides remote technical assistance on F5 solutions to internal and external customers and F5 partners. NSE II’s handle multiple active cases of diverse scope where analysis of customer network environments and customer specific data requires a review of identifiable factors to arrive at a conclusion which can work around, restore, or resolve the customer’s problem.

NSE II’s aim to keep customers satisfied. They exercise solid judgment within an ISO certified Quality Management System set of defined procedures to select the best methods amongst several possible methods and techniques, to build a plan of action and take appropriate action. NSE II’s receive little day to day instructions on their work, and general instructions on new projects or assignments. Work hours are scheduled shifts corresponding to forecasted customer activity.

What You’ll Do:
- Demonstrates good judgement to select the best methods and techniques to provide a diverse scope of technical support (Level 1 to Level 3) to troubleshoot and resolve hardware and software issues on F5 product and services, based on data analysis of a complex set of customer specific factors.- Proactively and effectively 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.- 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, with limited assistance/mentoring from senior support personnel or management.- Manages multiple routine cases and prioritizes based upon customer and business needs.- Performs additional projects as required.- Responsible for upholding F5’s Business Code of Ethics and promptly reporting violations of the code or other company policies.

What You’ll Bring:
- 5 years’ experience in a professional technical support role or equivalent experience, working with relevant technologies.- Bachelors BA/BS, Honors, Graduate Certificate or equivalent preferred.- Certification to 201 level certification is expected to be achieved at NSE II level in their core module area of expertise. Level 301 certification is preferred but not expected.- Excellent customer service skills together with experience supporting corporate customers and service providers in production environments.- Hands-on technical experience preferred with internetworking/data centre operations including WAN operations (e.g. DNS, 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)- Proficient with Windows OS- Able to work under limited or little instructions on routine work.- Evidence of building strong internal/external relationships within a team environment.- Experience with a main Customer Relationship Management system. Siebel experience 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.- Should be able to effectively relay technical information to customers of varying skill levels, including senior technical customer levels.

What You’ll Get:
- Hybrid working mode- Career growth and development opportunities- Recognitions and Rewards- Employee Assistance Program- Competitive pay,- comprehensive benefits
- , and cool perks- Culture of Giving Back-
- Dynamic- Diversity & Inclusion
- Interest Groups

LI-BH1

Equal Employment Opportunity

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