Extreme Networks Service and SupportExtreme Networks is seeking people that celebrate and drive innovation. Long recognized by industry experts as a technically visionary company, Extreme Networks delivers software-driven networking solutions that help IT departments meet the challenges of today’s business environment.   We are able to build strong customer relationships through our employees and via our extensive partner network. It is with our product portfolio capabilities that we win and maintain our customers, however, it is with our industry leading Services and Support team which is 100% in sourced, that we have created and maintained a loyal customer base.    GTAC Engineer ResponsibilitiesProviding excellent Customer Service is the primary responsibility of this job.  The GTAC engineer for Extreme Networks troubleshoots and resolves configuration, network, and software issues, by utilizing their peer network, an extensive knowledgebase, and the software development team.  The GTAC engineer will continue to develop technical expertise in areas relevant to Extreme Networks, and use that expertise to provide guidance to customers, partners and peers.  A successful candidate will have excellent troubleshooting and communication skills, and must be able to handle multiple issues in an organized manner.  The individual will also have the responsibility of creating and updating information in our CRM Solution and knowledge base.    Weekends, On-Call and some travel for onsite support are required.Responsibilities:Provide Technical Support for all Extreme Products with an emphasis on Extreme's Cloud and Wireless Technologies.Initial point of contact for customers wishing to log technical issues via phone, email, web or Self Service / Social portals.Responsible for providing customer updates and status reports.Ability to analyze, configure and troubleshoot large complex networks with mixed media and protocols.Effectively utilizing lab setups to duplicate and resolve customer problems.Basic analyze and evaluation of network traces with the corresponding protocols and operating systems.Analyze and evaluate system messages (logs)Documentation of all troubleshooting steps and actions taken in the case tracking systemDevelop content and Utilize the solutions knowledge database in troubleshooting processOrganization of equipment replacement (RMA) and Field Engineer Dispatches if required.Technical escalation of cases in cooperation with the Escalation Support Engineer (ESE) TeamDrive for continuous learning, results orientation and teamwork.Performing other required activities for the completion and maintenance of daily operating cycle of the companyTechnical Skills:Good knowledge of Wireless and Cloud Networking TechnologiesWorking knowledge of Routing & Switching.Working knowledge of Ethernet, TCP/IP and SNMP.Network Management Systems knowledge is a plus.Knowledge in Windows and UNIX OS.3 years’ experience working directly with customers2 or more years work experience supporting multi-layer networks