Sr. Technical Support Engineer

4 weeks ago

Bengaluru, India CommScope Full time
In our 'always on' world, we believe it's essential to have a genuine connection with the work you do.CommScope is looking to add a Sr Technical Support Engineer to join our team.How You'll Help Us Connect the WorldSenior Technical Support Engineer

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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.Required Qualifications for Consideration:Be the first technical point of contact for the customerShould possess the ability to handle critical (P1) cases soon after the training in Ruckus ProductsDemonstrate the ability to work with Escalation team and/or engineering teams to manage raised casesWork closely with SE teams internally on larger networks and more sophisticated issuesIdentify customer problems/issues and assist customer to resolve issues while consistently providing great Customer ExperienceIdentify and reproduce customer technical problems in a test/lab environmentWork on day-day tickets, follow-up with clients, provide feedback and see problems through to resolutionEnsure proper case documentation and closureGenerate clear and concise documentation in the form of case notes, technical tips and white papersChip in to the knowledge base by creating KB articlesAdvise 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 TeamManage customer expectation and make sure customer is receiving the highest quality of serviceDocument customer issues for future reference and build knowledge base of the solutions given to the customerActively participate in trainings and improve product and process knowledgeStrict alignment to Service Level Agreement important metricsUnderstand the SLA’s and work/align style of working towards meeting themKRAs include: CSAT, Active Backlog, Aged Backlog, Time to Resolve and Time to Close, Critical issue %, KB ContributionYou Will Excited Us If You Have: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.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 – Must or higher knowledge, CWNA, CWSP would be a PlusGood exposure and working experience with 802.11a/b/g/i standards and knowledge of 802.11nA 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 PointsWireless Client AssociationsWireless ControllersA very good understanding of RF transmissions & antenna behaviorknowledge 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, EtherealRuckus Wireless ProductsEthernet switchingRouting and Data CentersWifi solutions, Multi-tenant solutions, Hotspot servicesB.Sc. or B.E degree in Computer Science, a related field, or equivalent work experience.Experience considered favorably:CWNA / CCNA is an advantageKey competencies:Customer FocusDrive for resultsTeam PlayerGeneral knowledge in the following areas:Wireless industry and competing productsCompetitor Switching ProductsTCP/IP, WAN/LANIOT SolutionsCommunication/work style:Good problem solving and decision-making skillsAbility to understand and analyze customer issues along with good troubleshooting skillsAbility to communicate clearly and effectively with clients and peersExcellent written & verbal communication skillsExcellent inter-personal and teamwork skillsSelf-driven, proactive, hardworking, team-playerEncourages and accepts feedbackExposure of handling international customersWork Schedule:

Monday through Friday and weekend or overnight hours as required

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