Position Summary
The Network Support Engineer II (NSE) provides remote technical assistance on F5 products to internal and external customers and F5 partners in Japan. Hours are Mon-Thurs in 10 hour shifts

Responsibilities

• Provides Level 1 and Level 2 technical support to troubleshoot and resolve hardware and software issues on F5 devices
  
• Proactively and effectively communicates status, plan-of-action, and resolution of issues
  
• 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
  
• Manages multiple cases and prioritizes based upon customer and business needs
  
• Follows standards-based processes defined in F5’s Quality Management System (QMS)
  
• Performs additional projects as required
  

Qualifications

• Language requirements: Must be fluent in both English and Japanese
  
• Minimum 3-4 years experience in a technical support role, working with relevant technologies
  
• Support experience with corporate customers in production environments preferred
  
• BA/BS degree or equivalent experience preferred
  
• Hands on technical experience with and very knowledgeable on LAN/WAN operations, Network protocols,
  
• Advanced knowledge of UNIX or Linux Operating systems required
  
• Experience with networking hardware strongly preferred
  
• Intermediate understanding of TCP/IP protocols and the OSI model
  
• Proficient with Windows OS
  
• VLAN – setup and implantation
  
• Knowledge of DNS protocol/BIND
  
• Able to work with moderate supervision
  
• Proven track record in a team environment
  
• Analytical thinker with strong attention to detail
  
• Must be able to read, write and speak English fluently, including technical concepts and terminology.
  
• Must be able to relay technical information to customers with varying skill levels
  
• Experience with Clarify a plus

Physical Demands and Work Environment
Duties are performed in an office environment while sitting at a desk or computer table. Ability to utilize a computer keyboard. Communicate on the telephone via headset. Ability to read material on computer monitor. Position requires shift work (weekends and weekdays)

Benefits:
We provide competitive salaries, a world class benefits package, including 100% of the premium for employee medical, dental and vision insurance, highly subsidized premiums for dependent coverage, 401K match, employees stock purchase plan, 18 days paid time off within the 1st year and 8 paid holidays, life insurance, short & long term disability insurance, tuition reimbursement, and much more.