F5 Network Support Engineer 

Japan, Tokyo 

604602424

Role Overview:

The Network Support Engineer II (NSE II) is a seasoned and experienced Enterprise Support professional who provides remote technical assistance on F5 solutions to internal and external customers and F5 partners. NSE II’s handle multiple active cases of diverse scope where analysis of customer network environments and customer specific data requires a review of identifiable factors to arrive at a conclusion which can work around, restore or resolve the customer’s problem. NSE II’s aim to keep customer’s satisfied. They exercise solid judgment within an ISO certified Quality Management System set of defined procedures in order to select the best methods amongst several possible methods and techniques, to build a plan of action and take appropriate action. NSE II’s receive little day to day instructions on their work, and general instructions on new projects orassignments.

• Demonstrates good judgement to select the best methods and techniques to provide a diverse scope of technical support (Level 1 to Level 3) to troubleshoot and resolve hardware and software issues on F5 product and services, based on data analysis of a complex set of customer specific factors.
• Proactively and effectively communicates status, plan-of-action, and resolution of issues based on an ISO Quality Management System defined set of procedures.
• Provides F5 customers and partners with a consistently high-quality support experience
• Participates in on-going training with F5 products and related technologies
• Maintains high schedule adherence (work hours and on-phone time)
• Effectively manages case escalations to tier 3 (Engineering Services) while maintaining customer communication, with limited assistance/mentoring from senior support personnel or management
• Manages multiple routine cases and prioritizes based upon customer and business needs
• Performs additional projects as required

What you will bring:

• 5 years' experience in a professional technical support role or equivalent experience, working with relevant technologies
• 2nd Tier Academic Degree (Bachelors BA/BS, Honors, Graduate Certificate or equivalent) preferred.
• Certification to 201 level certification is expected to be achieved at NSE II level in their core module area of expertise. Level 301 certification is preferred but not expected

Skills and Knowledge:

• Excellent customer service skills together with experience supporting corporate customers and service providers in production environments.
• Hands-on technical experience preferred with internetworking/data center operations including WAN operations (e.g. DNS, Open SSL, Cryptography, virtualization, etc.), Network Protocols, TCP/IP, OSI Model, UNIX or Linux (e.g. Redhat) operating systems, VMware or equivalent hypervisors and network hardware preferred. Potential for exposure to Network Security (e.g. Web Application Security, AAA, VPN, DDoS, Malware, Application Firewalls, etc.)
• Proficient with Windows OS
• Able to work under limited or little instructions on routine work.
• Evidence of building strong internal/external relationships within a team environment.
• Experience with a main Customer Relationship Management system. Siebel experience preferred.
• Analytical thinker with strong attention to detail
• Must be able to read, write and speak English fluently, including technical concepts and terminology. Multiple language skills a plus.
  

What You’ll Get:

• Hybrid working mode
• Career growth and development opportunities
• Recognitions and Rewards
• Employee Assistance Program
• Competitive pay and
• Dynamic Interest Groups

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.