Premier Resident Engineer; PRE

Premier Resident Engineer (PRE) - Riyadh Area at Extreme Networks in الرياض, S01, SA. This Full time on site position offers great opportunities for career growth.

Extreme Networks Named to Computerworld’s 2023 List of Best Places to Work in IT! Over 50,000 customers globally trust our end‑to‑end, cloud‑driven networking solutions and rely on our top‑rated services and support to accelerate their digital transformation efforts and deliver progress like never before and with double digit growth year after year, no provider is better positioned to deliver better outcomes of scale than Extreme.

We believe in “walking the walk” of our strong core values which enable us to successfully advance together. Diversity and Inclusion is a vital part of our values and beliefs, and we are proud to foster an environment where every Extreme employee can thrive. Come become part of something big with us! We are a global leader, with hubs in North America, South America, Asia Pacific, Europe, and the Middle East.

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.

• Provide technical support to Extreme Networks Premier customers focusing on product portfolio with focus on wireless, edge, campus and especially cloud.
• Drive Premier services ability to support Extreme Cloud IQ. Duties include Case handling, first line troubleshooting, acting as an escalation for customer 1st level engineers, and full engagement with Extreme GTAC for situation control and resolution.
• Assists third party maintainer (TPM) with hardware replacements if necessary.
• Mature network management and troubleshooting skills; understand, troubleshoot, diagnose, and resolve customer issues on Extreme equipment.
• Define, manage, and execute problem resolution plans and communicate closure/resolution to Extreme customer support, Premier Delivery Manager (PDM), Partners, and Customers.
• Resource for maintenance, tuning and proactive Plan and maintain health and optimization of client’s Extreme environments.
• Duties include but are not limited to problem resolution, upgrades as well as involvement and management of ‘political' situations.
• Participate in weekly support meetings as required.
• Provide regular status reporting on projects and regular proactive support tasks.
• Effectively manage many different tasks simultaneously.
• Configure and guide on the Extreme Cloud IQ direction.
• Ability to use diagnostic aids, tools, and appropriate lab equipment, as necessary.
• Acquire and maintain extensive knowledge on Extreme products and how they fit into our cloud strategy.
• Pursuing technical training paths and industry certification to enhance delivery capabilities.
• Travel and normal work hours will be:
  Sunday-Thursday, 8am-5pm local time or as agreed between customer and Extreme.
• Work Schedule:
  
  Able to be flexible at the last minute and planned travel requirements, including after hours and weekends as required.
• Travel: the position is mainly onsite with customer, but limited travel is possible