L2 Support Engineer

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 Service's Knowledge Base• Provide 24 x 7 x 365 escalation back-up as required• Other duties as assigned

QUALIFICATIONS

To 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 Model
• Experience with configuration and fault isolation of routers, switches, and wireless devices
• Demonstrated ability to configure and troubleshoot Allied Telesyn networking equipment
• Ability 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 management
• Proficient in all uses of personal computers, operating systems, business applications, and network-related technical applications
• Proficient in the use of data network test equipment
• Ability to interact in a team environment to quickly troubleshoot and resolve issues
• Fluency in Spanish is beneficial

Education / Training:

Associate/Specialist-level industry certification. Bachelor's degree preferred.

Other qualifications to include:

• Demonstrable educational continuum of technology and industry certification
• Minimum of 4 years experience in the enterprise industry with specialization in networking.
• CCNA, CCNP or equivalent IP networking certification is required
• CAT-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.