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F5 Network Support Engineer II India, Karnataka, Bengaluru 661620418
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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 and manages multiple routine cases and prioritizes based upon customer and business needs.
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.
Responsible for upholding F5’s Business Code of Ethics and promptly reporting violations of the code or other company policies.
Performs additional projects as required.
5+ years’ experience in a professional technical support role or equivalent experience, working with relevant technologies.
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)
Experience working with public clouds like Amazon AWS, Microsoft Azure, Google Cloud Platform and possess knowledge in containerization technologies such as Dockers, Kubernetes, etc.
Proficient with Windows OS and BasicProgramming/Scriptingskills (Python, tcl, bash, javascript).
Experience with a main Customer Relationship Management system such as Salesforce experience is preferred.
Must be able to read, write and speak English fluently, including technical concepts and terminology. Multiple language skills a plus.
F5 201 level Certification is preferred.
Able to work during the weekend as the rolewill require someone to work on Tuesday to Saturday or Sunday to Thursdayschedule.
What You’ll Get:
Hybrid working mode
Career growth and development opportunities
Recognitions and Rewards
Employee Assistance Program
Competitive pay,, and cool perks
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.
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