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Network Support Specialist

2 months ago

Chertsey, Surrey, United Kingdom F5 Full time
About the Role

We are seeking a highly skilled Network Support Specialist to join our team at F5. As a key member of our technical support team, you will be responsible for providing expert-level technical support to our customers, ensuring they receive the highest level of service and support.

Key Responsibilities
  • Provide Level 2 technical support to resolve hardware and software issues related to F5 products.
  • Maintain excellent customer communication, including project status, plan-of-actions, and resolution steps.
  • Provide F5 customers and partners with a consistently high-quality support experience.
  • Work with our tier three engineering services team to overcome technical challenges.
  • Build strong working relationships with peers, partnering with engineers, managers, and related F5 departments.
  • Write and update solution articles to share technical expertise internally and externally.
  • Handle multiple cases and prioritize tasks based on customer and business needs.
  • Follow standards-based processes (as defined in our Quality Management System).
  • Continuing your own professional development through participating in ongoing training on our products and related technologies.
Requirements
  • Customer support experience with enterprise-level corporate customers in production environments.
  • Hands-on technical experience with LAN/WAN operations (e.g., DNS, Open SSL, Cryptography, virtualization, etc.), Network Protocols, UNIX or Linux (e.g., Redhat) operating systems, as well as VMware or equivalent hypervisors and network hardware.
  • Solid grasp of TCP/IP protocols and the OSI model.
  • Understanding packet captures using Wireshark.
  • Knowledge of DNS and HTTP protocol in detail.
  • Understanding of SSL/TLS handshake.
  • Experience of Network Security (e.g., Web Application Security, AAA, VPN, DDoS, Malware, Application Firewalls, etc.).
  • Ability to read, write and speak English fluently, including technical concepts and terminology.
  • Able to communicate technical information to customers with varying levels of technical knowledge.
  • Good analytical problem-solving abilities.
  • Attention to detail.
Preferred Skills
  • Experience or ability to grow expertise in Public/Private Cloud technologies (Microsoft, AWS, Google), NGINX, Programming/Scripting (JavaScript, Python, BASH, PERL, Node.JS), Containers (OpenStack, Docker, Velcro), Container Orchestration (Kubernetes) and/or Automation (Ansible, Git).
  • Fluency in other languages.
  • Experience with F5 technologies.
About F5

F5 is a global leader in Application Delivery Networking (ADN), providing solutions that make applications run faster, smarter, and more secure for businesses of all sizes. Our solutions are designed to help organizations deliver exceptional user experiences, improve application performance and security, and reduce costs.

We are passionate about empowering our customers to create, secure, and run applications that enhance how we experience our evolving digital world. Our teams work together to bring a better digital world to life, and we are committed to making a positive impact on our customers, our communities, and the world at large.