Network Support Engineer I/II

Kudelski Security, Inc.

LOCATIONS: Atlanta, GA; Minneapolis, MN; or Phoenix, AZ (will only be considering candidates that live in one of these geographic areas)

Job Summary

This position will provide remote technical support of F5 products to Kudelski Security's external customers. NSE II's handle multiple active cases of diverse scope where analysis of data requires evaluation of identifiable factors and providing daily customer communication via phone and email. The NSE typically spends between 5 and 6 hours per day supporting customers over the phone.
Essential Duties & Responsibilities

*Provides Level 1 and Level 2 technical support to troubleshoot and resolve hardware and software issues on F5 devices.
*Actively collaborates with peers troubleshooting issues.
*Effectively manages case escalations to Tier 3 while maintaining customer communication.
*Proactively and effectively communicates status, plan of action and resolution of issue.
*Participates in on-going training with F5 products and related technologies.
*Work with customers, internal staff, and L3 vendor partners to provide excellent customer service and meet SLA.
*Utilizes various troubleshooting tools, facilities and equipment at Kudelski Security to replicate/solve customer issues: VMWare, httpwatch, Wireshark, etc.
*Sets customer expectations as necessary, and accepts ownership of customer issues until a solution is achieved providing complete customer satisfaction.
*Work with customers at varying levels of experience or technical capability under varying time constraints. Able to communicate highly technical information to technical and non-technical audience.
*Utilizes an Issue Ticket tracking software to capture each request.
*Provide exceptional customer service to all callers.
*Normal work hours with evenings and weekends on a rotating basis.
*Performs additional projects and other related duties as required or assigned.
*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications
Education
*High School diploma, or equivalent experience/combined education, with additional specialized technical training equivalent to a technical Associate degree and/or demonstrated ability to perform assigned technical/para-engineering tasks and 3 years of experience
Experience
*2-3 years' experience working with LAN and WAN topologies, TCP/IP protocol, SSL/TLS, OSI Model, firewalls, routers and switches required.
*2-3 years' work experience in a technical support role working with relevant technologies: load balancing, DNS/BIND, application security, IPV6, proxy, NTLM and/or Kerberos.
Knowledge, Skills & Abilities
*Programming, scripting and/or web development knowledge: iRules/tcl, sh, python, Perl, Javascript, HTML and/or PHP.
*Working knowledge of F5 GTM, ASM, APM and/or iRules is a plus.
*Deep understanding and knowledge of Web application protocols: (e.g.) http, https, ftp, etc.
*Knowledge of advanced troubleshooting methodologies.
*Highly professional, customer oriented team player that is able to work and communication with both technical and non-technical personnel.
*Ability to work flexible hours and on call on a rotating basis covering 24/7 environments.
*Current F5 201 and one 300 level certifications, or the ability to pass tests and be certified within a specific time frame.
*Strong Linux skills preferred.
*Industry certifications would be a plus.
*Strong problem solving and analytical skills.
*Strong customer focus and orientation.
Specific Skills
*Superior oral, written and interpersonal communication skills.
*Ability to multi-task.
*Ability to work independently and in a team environment.
*Computer proficiency (MS Office Suite, CRM (i.e. SalesForce, NetSuite, Oracle, etc.)).
Requirements
*Ability to lift up to 50 pounds as position may require racking and stacking of server and network equipment.
*Ability to work in a 24/7 working environment including participation in on-call activities.
*Must pass criminal background and drug testing requirements.
*All candidates must be authorized to work in the U.S. – without sponsorship.


No relocation.
Unsolicited resumes from independent recruiters or recruitment agencies will not be considered

Apply here: http://www.click2apply.net/9gp5spfk3m

PI97082886

All your information will be kept confidential according to EEO guidelines.