Job in Bengaluru, Bangalore for Technical Support Engineer

Job Description

Role Purpose:
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 Responsibilities:

• Be the first technical point of contact for the customer
• Should possess the ability to handle critical (P1) cases soon after the training in Ruckus Products
• Demonstrate the ability to work with Critical issue team and/or engineering teams to handle escalated cases
• Work closely with SE teams internally on larger networks and more sophisticated issues
• Identify customer problems/issues and assist customer to resolve issues while consistently providing phenomenal Customer Experience
• 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
• Chip in to the knowledge base by creating KB articles
• Advise and discuss with Staff or Principal Engineers on calls and emails that require assistance.
• Timely handoff (critical issue) of cases that require sophisticated technical investigation by the LTE Team
• Handle customer expectation and make sure customer is receiving the 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
• Strict alignment to Service Level Agreement KPIs
• Understand the SLA and work/align style of working towards meeting them
• KRAs include: CSAT, Active Backlog, Aged Backlog, Time to Resolve and Time to Close, Critical issue %, KB Contribution

• Minimum of 4 years of customer support experience in IP networks, WiFi or related environment.
• Data networking is required, Wireless networking experience is desired.
• Preferably worked as an engineer TAC
• Excellent written and oral communication ability, including formal presentation skills to customers, partners, Ruckus accounts and support teams
• Good understanding and applied knowledge of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QOS
• Good understanding and troubleshooting skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS
• Good understanding of RF transmission and antenna behavior
• Technical expertise in troubleshooting and resolving complex Layer 2/3 and/or wireless issues in multi-vendor environments
• Experience providing support to direct customers, resellers, and field personnel in resolving company product related issues
• Experience working in a support lab environment for problem replication
• Experience documenting the sequence of events related to resolving customer technical issues
• Proficient with analyzing data traces from protocol analyzers such as Wireshark
• Hands on experience on protocol analyzers tools such as Wireshark, Ethereal, Ruckus Wireless Products, Ethernet switching, Routing and Data Centers, Wi-Fi solutions, Multi-tenant solutions, Hotspot services, IOT solutions.
• Bachelor or diploma in a computer related field or equivalent work experience

• Experience with Wireless survey tools like Ekahau
• Proven Understanding of Salesforce and JIRA.
• Multiple language skills
• Experience working with Linux
• Experience working in (or with) a vendor
• Relevant industry accreditations/certifications: CWNA, CCNA, CCNP, JNCIA, JNCIS

• Excellent communication/interpersonal skills to clearly and simply articulate ideas, frame problems and offer solutions
• Strong social skills with a focus on customer satisfaction
• A belief in ownership
• Ability to aim for results and meet tight deadlines while maintaining a high level of accuracy and attention to details
• Must maintain a professional attitude, demeanor and be highly motivated and self-directed
• Encourages and accepts feedback
  

Contact Informations

Recruiting For : Commscope