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 World

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.

Required Qualifications for Consideration:

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 Escalation team and/or engineering teams to manage raised 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 great 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 Manage 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 important metrics 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, Critical issue %, KB Contribution

You 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 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 B.Sc. or B.E degree in Computer Science, a related field, or equivalent work experience.

Experience considered favorably:

CWNA / CCNA is an advantage

Key competencies:

Customer Focus Drive for results Team Player

General knowledge in the following areas:

Wireless industry and competing products Competitor Switching Products TCP/IP, WAN/LAN IOT Solutions

Communication/work style:

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

Work Schedule: Monday through Friday and weekend or overnight hours as required

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