RUCKUS Staff Wireless Support Engineer
CommScope, Inc.
RUCKUS Staff Wireless Support Engineer
Req ID: 76464
Location:
Other, Other, Malaysia
**Role Summary:**
Working in a fast-paced environment, the Staff Technical Support Engineer will be responsible for providing mostly for cases that are escalated by either by the customer / TSE or Senior TSE for various technologies in Ruckus Wireless products to our Enterprise customers.
**HOW YOU'LL HELP US CONNECT THE WORLD**
+ Be the first Escalation point of contact for the customer and/or for the TAC TSEs
+ Should possess the ability to manage critical (p1) cases soon after the training in Ruckus Products
+ Demonstrate the ability to work with Escalation team and/or engineering teams to manage escalated cases
+ Demonstrate mentorship ability by working with the TSE and Snr TSE on their backlog. Provide feedback of their performance to managers.
+ Work closely with SE teams internally on larger networks and more complex issues
+ Identify customer problems/issues and assist customer to resolve issues while consistently providing great Customer Experience
+ Work on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting skills
+ Identify and reproduce customer technical problems in a test/lab environment
+ Work on day-day tickets, follow-up with clients, provide feedback and see problems through to resolution
+ Ensure proper case documentation and closure
+ Generate clear and concise documentation in the form of case notes, technical tips and white papers
+ Contribute to the knowledge base by creating KB articles
+ Notify and discuss with Staff or Principal Engineers on calls and emails that require assistance.
+ Timely handoff (escalation) of cases that require advanced technical investigation by the LTE Team
+ Suggest improvements on product quality / features and be proactive in development of product
+ Manage customer expectation and make sure customer is receiving highest quality of service
+ Document customer issues for future reference and build knowledge base of the solutions given to the customer
+ Actively participate in trainings and improve product and process knowledge
+ New hire training and OJT responsibilities is part of the role
+ Understand the SLA’s and work/align style of working towards meeting them
+ Participate in forums and Tektalk exchanges
+ KRAs include:
+ CSAT
+ Active Backlog
+ Aged Backlog
+ Time to Resolve and Time to Close
+ Escalation %
+ KB Contribution
**REQUIRED QUALIFICATIONS FOR CONSIDERATION:**
Education level:
+ B.Sc. or B.E degree in Computer Science, a related field, or equivalent work experience.
+ Bilingual in English and preferrably in Chinese (Mandarin/Cantonese) to support the region
Work Experience:
+ Minimum of 6-8 years of customer support experience in IP networks, WiFi or related environment.
+ Wireless networking experience is mandatory.
+ Working experience in TAC as level 2 engineer is mandatory.
Certifications/Accreditations:
+ CWNA / CCNA is a mandatory
+ CWNP (Or equivalent) is an advantage
Technical skills & Knowledge:
+ Good understanding of TCP/IP, IGMP, switching and Routing (Layer 2 & 3 communication), internet protocols including DNS, DHCP, SMTP, VLAN etc.
+ CCNA / CWNA – Must or higher knowledge, CWSP would be a plus
+ Good exposure and working experience with 802.11a/b/g/i standards and knowledge of 802.11n
+ A good understanding of WLAN Security in the areas of authentication, encryption, RADIUS, AAA authentication, EAP, PSK, etc.
+ knowledge on deploying, configuring, supporting, troubleshooting, debugging and administering the following Wireless LAN products and technologies:
+ Wireless Access Points
+ Wireless Client Associations
+ Wireless Controllers
+ A very good understanding of RF transmissions & antenna behavior
+ knowledge on WLAN Security in the areas of authentication, encryption, RADIUS, AAA authentication, EAP, PSK, etc.
+ Hands on experience on protocol analyzers tools such as Wireshark, Ethereal
+ Ruckus Wireless Products
+ Ethernet switching
+ Routing and Data Centers
+ Wifi solutions, Multi-tenant solutions, Hotspot services
Work Schedule:
+ Monday through Friday as per normal working hour. Weekend or Overnight hours could be required.
\#LI-VF1
**Learn more about how we're on a quest to connect the future and build what's next.**
**Job Segment:** Telecom, Telecommunications, Network, CCNA, Cisco, Technology
Confirm your E-mail: Send Email
All Jobs from CommScope, Inc.