L2 Support Engineer
Company: Allied Telesis
Location: Cary
Posted on: May 9, 2024
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Job Description:
The L2 Technical Support Engineer is responsible for resolving
complicated customer product and network problems in order to
maximize customer satisfaction while minimizing level 3 escalations
to the development teams. The L2 Technical Support Engineer mentors
other L2 Technical Support Engineers and L1 Technical Support
Engineers.Essential Duties and Responsibilities: Assist technical
support engineers with level 1 and level 2 issues Perform product
testing of new product prior to US Launch Perform on-going training
of level 1 staff on products and technology Assist Pre-Sales
Systems Engineers with proof-of-concept testing Assist Pre-Sales
Systems Engineers with design support Assist with Pre-Configuration
Services to prepare equipment for turn-key operation Perform
selective professional services duties as assigned Contribute
technical answers to the Services Knowledge Base Provide 24 x 7 x
365 escalation back-up as required Other duties as
assignedQUALIFICATIONSTo perform this job successfully, an
individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of
the knowledge, skill, and/or ability required.Experience, Skills &
Abilities:Advanced knowledge of Ethernet networks at Layers 1-7 of
the OSI ModelExperience with configuration and fault isolation of
routers, switches, and wireless devicesDemonstrated ability to
configure and troubleshoot Allied Telesyn networking
equipmentAbility to configure network security features such as
protocol filters, firewalls, and virtual private networks (VPNs),
including related security associations and encryption keys.Ability
to communicate technical and non-technical information verbally and
in writing to customers, peers, subordinates, and
managementProficient in all uses of personal computers, operating
systems, business applications, and network-related technical
applicationsProficient in the use of data network test
equipment..Ability to interact in a team environment to quickly
troubleshoot and resolve issuesFluency in Spanish is
beneficialEducation / Training:Associate/Specialist-level industry
certification. Bachelors degree preferred.Other qualifications to
include:Demonstrable educational continuum of technology and
industry certificationMinimum of 4 years experience in the
enterprise industry with specialization in networking.CCNA, CCNP or
equivalent IP networking certification is requiredCAT-ENT, CAE-ENT,
CAP-ENT, CAP-NSP, CAE-NSP would be a plus, although not
required.This position is required to be available after hours and
weekends when on-call. On-call can be anticipated as being
available by telephone, 24x7, within 30 minutes of a computer /
internet connection, for one week, every four weeks.by Jobble
Keywords: Allied Telesis, Raleigh , L2 Support Engineer, Engineering , Cary, North Carolina
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