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Network Technical Support Engineer
About the Job
The L2 Network Technical Support Engineer is responsible for resolving complex network problems of customers using Allied Telesis products or services. The L2 works to maximize customer satisfaction while minimizing out-of-service condtions or level 3 escalations to the development teams. The L2 Network Technical Support Engineer mentors other L2 and L1 Support Engineers.
Resolve complex network issues with both Allied Telesis and non-Allied Telesis network products.
Support our managed services customers; whose primary metric is 100% up-time
Support our solution business; complex combinations of hardware, software, and 3rd party applications.
Assist / Mentor L1 network technical support engineers
Product testing of new product prior to US Launch
On-going training of level 1 and other level 2 staff on products and technology
Assist Pre-Sales Systems Engineers with proof-of-concept testing and design support.
Assist with Pre-Configuration Services to prepare equipment for turn-key operation
Perform professional services duties as assigned
Contribute technical answers to the Self-Service's Knowledge Base on a weekly basis
Perform pro-active Customer Account Management as assigned
Advanced knowledge of Ethernet networks at Layers 1,2, and 3 of the OSI Model
Understanding and recognition of network level protocols such as TCP and UDP
Experience with configuration and fault isolation of dynamic routing protocols such as RIP and OSPF
Demonstrated ability to configure and troubleshoot Allied Telesis networking equipment
Understanding of NA ISDN, including BRI and PRI services, provisioning, configuration, and troubleshooting
Ability to configure network security features such as protocol filters, firewalls, and virtual private networks (VPNs), including related security associations and encryption keys.
Demonstrated ability to deploy, configure, and troubleshoot WAN interfaces, such as DS3, DS1, DTM, and fractional T1, including Frame Relay Services
Understanding of fiber optic technology, including use and limitations of single mode and multi-mode media, transmitters and receivers
Ability to communicate technical and non-technical information verbally and in writing to customers, peers, subordinates, and management
Proficient in all uses of personal computers, operating systems, business applications, and network-related technical applications, including automated design tools such as MS Visio
Associate/Specialist-level industry certification. Bachelor's degree preferred. Other qualifications include:
Demonstrable educational continuum of technology and industry certification
Excellent interpersonal and organizational skills, diplomacy, and positive attitude
Ability to make decisions independently
Ability to work under stress and the pressure of deadlines
Flexibility and the ability to adapt to constantly changing priorities
Good computer and basic math and Microsoft Excel skills
Ability to maintain an excellent attendance record
Minimum of 4 years experience designing, implementing, and maintaining data networks
Minimum of 4 years hands-on field experience in a Field Engineer or Systems Engineer capacity