Network Support Engineer

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 customer s satisfied. They exercise solid judgment within an ISO certified Quality Management System set of defined procedures in order to select the best methods amongst several possible methods and techniques, to build a plan of action and take appropriate action. NSE II s provide communication to our customers, by phone, email and/or webex, and accept ownership of issues until a resolution is delivered, providing high customer satisfaction.

What you will 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 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

What you will bring:

• 5 years of experience in a professional technical support role or equivalent experience, working with relevant technologies
• 2nd Tier Academic Degree (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.

What you will get:

• Career growth and development opportunities
• Recognitions and Rewards
• Employee Assistance Program
• Competitive pay, c comprehensive benefits, , and cool perks
• Culture of Giving Back
• Dynamic Diversity Inclusion