For more than 27 years, our Charterhouse teams have been pushing tech boundaries and exceeding expectations. For the clients we look after, this means delivering integrated technology solutions that drive their business success. Our reputation as a multi-award-winning solutions integrator of cloud, connectivity, networking, mobile and security solutions speaks for itself. Just as our solutions give our customers the freedom and assurance they need, we’ve made sure growth is a given – professionally and personally – so our colleagues can thrive.

We are seeking a skilled Level 2 Support Engineer with specialised expertise in Extreme Networks to join our technical support team. As a Level 2 Support Engineer, you will play a key role in providing advanced troubleshooting and technical assistance to our customers. Your in-depth knowledge of Extreme Networks products and solutions will be essential in diagnosing and resolving complex network issues. This role will include providing support to customers and participation on the engineering on call rota. 

Our focus has always been on connection and collaboration, which is why we offer hybrid working with the choice to work in our London or Liverpool office.

Requirements

• Serve as a point of contact for resolving 2nd Line escalated issues related to Extreme Networks products and other solutions.
• Manage a diverse range of tasks from Incidents, Service Requests and some project related tickets.
• Take ownership of support tickets, ensuring timely and effective resolution while maintaining excellent customer satisfaction.
• Investigate and determine the root causes of critical issues, providing detailed reports and recommendations for preventive measures.
• Work closely with other support engineers and network architects to resolve escalated issues.
• Contribute to the development and maintenance of an internal knowledge base by creating and updating technical articles, troubleshooting guides, and best practice documents.
• Continuously enhance your knowledge of Extreme Networks products and technologies through self-study, trainings, certifications.
• Help identify opportunities for process improvement, streamline support workflows, and contribute to the development of support tools and monitoring tools.

Skills and Experience

• Extreme Fabric and Edge Network Solutions (EXOS and VOSS)
• Extreme WLAN Technology (CloudIQ, Identify)
• Extreme Software based solutions (NAC, XMC, Analytics)
• Good network engineering experience in LAN Switching and Routing
• Extensive experience supporting Extreme/Cisco solutions up to CCNP level
• Knowledge of LAN protocols including OSPF, BGP, Fabric, Layer 2, Layer 3
• Understanding of Firewall Technologies (Cisco, Palo)
• Extensive experience working as a support engineer, with a strong focus on Extreme Networks products and solutions.
• In-depth knowledge of Extreme Networks products, including switches, routers, wireless solutions, and network management tools.
• Excellent communication skills, both written and verbal, with the ability to convey complex technical concepts to both technical and non-technical audiences.
• Strong analytical and problem-solving skills with the ability to think critically and adapt to changing situations.
• Customer-oriented mindset with a commitment to delivering exceptional customer service.

Benefits

We’re bold and brave when it comes to transforming business operations. Together, we achieve more for our customers, each other and ourselves. From the momentum we’re building to the steps we’re anticipating, this is your chance to be part of it all.

Join us, and your benefits and perks will include private healthcare, Medicash cashback, life assurance, workplace pension, cycle to work scheme, access to our employee assistance programme, savings discount, 20% EE discount that extends to your family and friends, a birthday gift voucher and day off, plus more.

Charterhouse is where careers happen. We offer a supportive, innovative, stimulating and fast-paced environment where development, reward and recognition are available to everyone, and anything is possible. As you transform our client’s approach to technology, we’ll help you transform your career through progression, reward, development and recognition.

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