What are the responsibilities and job description for the L2 Technical Support Engineer position at Allied Telesis?

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

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.

Physical Demands / Work Environment :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

While performing the duties of this job, the employee is frequently required to stand, walk, and talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to sit and reach with hands and arms. The employee must occasionally lift and / or move up to 55 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and depth perception, as well as general hand-eye coordinated motor skills to turn screws and install networking equipment as needed.

While performing the duties of this job, the employee is regularly exposed to electrically-connected equipment.

The noise level in the work environment is usually low to moderate, however, concentration on customer input is 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.

Interactions :

This position primarily interacts with the following internal departments :

Marketing Business Manager Departments

Sales Management and Representative Departments

Sales and Systems Engineering Departments

Engineering and Product Development Departments

Customer Service and Order Entry Departments

Accounting and Finance Departments

Machines, tools, and Equipment Utilized :

The following list represents the machines, tools, and equipment most frequently used to perform the essential responsibilities of this position :

Personal Computers

Networking products and equipment

Network testing tools and equipment

Networking software

Reference manuals

Basic office equipment (phone, fax, etc)

Microsoft Office including Word, Excel, PowerPoint.

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L2 Technical Support Engineer

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