Premier Service Delivery Manager-9858

Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions. They rely on our top-rated services and support to accelerate their digital transformation efforts and deliver unprecedented progress. With double-digit growth year over year, no provider is better positioned to deliver scalable outcomes than Extreme.Inclusion is one of our core values and in our DNA. We are committed to fostering an inclusive workplace that embraces our differences and creates an atmosphere where all our employees thrive because of their differences, not in spite of them.Become part of Something big with Extreme! As a global networking leader, learn why there’s no better time to join the Extreme team.There has never been a better time to join Extreme, after three acquisitions extending our portfolio and go to market strategy, we have seen enormous opportunity and growth within the region. Aside from being a Technology Leader in the Gartner Magic Quadrant, we also adamantly promote an internal culture that truly embraces diversity, inclusion and equality in the workplace. Having Diversity and Inclusion as part of our core values and beliefs, we’re proud to foster an environment where every Extreme employee can thrive because of their differences, not despite them.The Onsite Engineer is a field-based member of the Premier Support Delivery organization that provides onsite technical operations, deployment, network monitoring and escalation support for Premier Extreme customers.

• Provide onsite and / or remote technical support to Extreme Premier Customers focusing on  Campus Fabric (Formerly Avaya)  VSP, ERS, XMC & XIQ and future products. Duties include first line troubleshooting, acting as an escalation for customer 1st level engineers, and full engagement with Extreme Networks GTAC for situation control and resolution.
• Mature network management and troubleshooting skills; understand, troubleshoot, diagnose and resolve customer issues on  Extreme   Campus Fabric  ( Formerly Avaya ) equipment.
• Define, manage, and execute problem resolution plans and communicate closure / resolution to Extreme customer support, SAM, partners, and customers.
• Effectively manage many different tasks simultaneously.
• Duties include but are not limited to problem resolution, upgrades as well as involvement and management of ‘political' situations.
• Review of technical documentation for training materials, technical marketing collateral, troubleshooting guides, etc.
• Ability to use diagnostic aids, tools and appropriate lab equipment as necessary.
• Coach and assist in training customer engineers, new Extreme team members.
• Acquire and maintain extensive knowledge on all Extreme Campus Fabric, VSP, ERS, XMC, XIQ (routing, switching, network management and cloud) products plus any new Extreme Networks equipment the customer intends to deploy.
• 6-8 years' experience in a technical support environment including significant exposure to layer 1 through layer 7 troubleshooting, data analytics, switching / routing.
• Knowledge on fabric connect technology, VSP / ERS products portfolio is an advantage. Having certifications like CCNA, CCNP, and / or CCIE is a plus.