Hyderabad, Telangana, India
Information Technology
Full-Time
RUCKUS Networks
Overview
Job Description
Senior Technical Support Engineer
Job Title: Senior Technical Support Engineer
Team: TAC Teams at Ruckus Wireless
Key Stakeholders
Senior Technical Support Engineer , working in a fast-paced environment, the Senior Technical Support Engineer (TSE) will be responsible for providing first level of Technical Support for various technologies in Ruckus Wireless products to our Enterprise customers.
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Key Operational Responsibilities
Education level:
Senior Technical Support Engineer
Job Title: Senior Technical Support Engineer
Team: TAC Teams at Ruckus Wireless
Key Stakeholders
- Internal: TAC Managers, TAC Senior Manager, Cross-functional Support Teams and Sales teams
- External: Customers, Partners and VARs
Senior Technical Support Engineer , working in a fast-paced environment, the Senior Technical Support Engineer (TSE) will be responsible for providing first level of Technical Support for various technologies in Ruckus Wireless products to our Enterprise customers.
[
Key Operational Responsibilities
- Be the first technical point of contact for the customer
- Should posses 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
- 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
- Understand the SLA’s and work/align style of working towards meeting them
- KRAs include:
- CSAT
- Active Backlog
- Aged Backlog
- Time to Resolve and Time to Close
- Escalation %
- KB Contribution
Education level:
- B.Sc. or B.E degree in Computer Science, a related field, or equivalent work experience.
- Minimum of 4 years of customer support experience in IP networks, WiFi or related environment.
- Data networking is mandatory, Wireless networking experience is desired.
- Preferably worked as an engineer TAC.
- CWNA / CCNA is an advantage
- Customer Focus
- Drive for results
- Team Player
- Good understanding of TCP/IP, IGMP, switching and Routing (Layer 2 & 3 communication), internet protocols including DNS, DHCP, SMTP, VLAN etc.
- CCNA – Must or higher knowledge, CWNA, 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
- Wireless industry and competing products
- Competitor Switching Products
- TCP/IP, WAN/LAN
- IOT Solutions
- Good problem solving and decision-making skills
- Ability to understand and analyze customer issues along with good troubleshooting skills
- Ability to communicate clearly and effectively with clients and peers
- Excellent written & verbal communication skills
- Excellent inter-personal and teamwork skills
- Self-driven, proactive, hardworking, team-player
- Encourages and accepts feedback
- Exposure of handling international customers
- Monday through Friday and weekend or overnight hours as required.
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