Network Support Intern

Providing excellent Customer Service is the primary responsibility of this job. The Network Support Intern for Extreme Networks troubleshoots and resolves configuration, network, and software issues, by utilizing their peer network, and an extensive knowledgebase. 

The Network Support Intern will continue to develop technical expertise in areas relevant to Extreme Networks, and use that expertise to provide guidance to customers, partners, and peers.  A successful candidate will have excellent troubleshooting and communication skills and must be able to handle multiple issues in an organized manner.  The individual will also have the responsibility of creating and updating information in our CRM Solution and knowledge base. You must be local to Salem NH for on-site lab work in our Salem office. You must also be enrolled in college classes to apply.

Responsibilities

• Setup networking equipment in our Salem GTAC Lab to use for customer support (hardware and cabling)
• Partner with Support Teams on replicating customers’ network issues (software, configuration, traffic generation, server VMs, etc.)
• Responsible for lab operations (installing new equipment, troubleshooting faulty equipment, managing reservations)
• Assisting off-hours in the lab at times for urgent replications or power outages
• Learn all about Extreme Networks products. network protocols and technologies
• Provide Support for partners and end customers via telephone, e-mail, and web
• Analyze problems and identify solutions by utilizing databases of existing issues and debugging tools
• Ensure escalations and handoffs are efficient by documenting cases clearly and completely
• Develop subject matter expertise and train/mentor others

Required Experience and Skills

• Excellent communication skills (verbal and writing), ‘soft skills’ and problem-solving capabilities
• Ability to multitask several issues and projects simultaneously
• User knowledge of Windows and/or LINUX operating systems
• Understanding of basic networking concepts
• Strong troubleshooting skills are a must! 
• Wireless (802.11) knowledge a plus
• Any CWNP certs a plus 

Extreme Networks provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, pregnancy, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.